Contact Center

Rev Up Your Sales Revenue With Convin: How Automated Call Centers Drive Growth by 21%

Rimlee Patgiri
February 28, 2023
 mins read
“Your profits reflect the success of your customers.” - Ron Kaufman

As rightly stated by Ron Kaufman, our customers’ behavior, as well as satisfaction and profits, are correlated.

Imagine having fewer customers. Wondering what that says about your business?

Lack of customer satisfaction affects business negatively
Source: Giphy

The primary objective of any business is to streamline operations into positive sales revenue.

As far as a call center is concerned, agents constantly try to work towards a positive customer experience. But how do you ensure you are touching the maximum potential of your call center sales? 

A contact center ROI involves various factors that add and deduct to determine the sales revenue. For E.g., Let’s consider the typical case of agent onboarding. 

Agent onboarding is time-consuming, and onboarding a single agent costs around $2500. Unfortunately, one major challenge we often fail to tackle is the agent attrition rate. 

What if we said call center automation could help promote agent retention and reduce agent ramp-up time by 60%?

In fact, a report by Deloitte found that 76% of contact centers are planning to invest in artificial intelligence, and 73% of contact centers will adapt to process automation.

Percentage of contact centers planning to invest in artificial intelligence and adapt to automated call centers
Percentage of contact centers planning to invest in artificial intelligence.

If you can increase agent retention and end up upskilling your employees, your sales revenue will boom incredibly. Agree?

Similarly, call center automation brings many more perks to the table that direct toward growth in sales revenue. 

Hence, we will discuss how automated call centers tackle various factors that consolidate into an uptick in sales revenue. We hope this article will help you make business-driven decisions that will contribute immensely to scaling your call center ROI. 

How About We Show You A Demo Of Convin’s Call Center Automation?

Understanding Automated Call Centers?

Automated call centers are a type of customer service technology that streamlines the customer service process using automated systems. Automated call centers contribute immensely to answering customer inquiries and handling customer requests. 

Automated call centers can help businesses save money by reducing the need for manual labor and can also increase customer satisfaction by providing a more efficient customer service experience. 

Automated call centers are becoming increasingly popular as businesses look for ways to improve customer service and increase sales revenue.

So, the next time you wonder, “how does sales revenue increase in a contact center,” you know the solution. Ready to upgrade your contact center?

A Call Center With No Automation

As discussed above, call center automation has established itself as a promised source to increase your call center sales revenue. 

But let’s be specific. It is utterly important to understand the various areas where automated call centers contribute as an asset. 

We want to voice some of the common challenges in call center setups. Let’s skim through them and understand them one by one. 

Agents Fail To Follow A Script

Call center agent performance is a primary factor in customer satisfaction. On the other hand, call scripts are difficult to follow as an impromptu conversation can occur anywhere between calls. 

Additionally, agents tend to sway away during conversations leading to a loss of context. It is difficult to judge an agent’s performance without following the call center script and evaluating what’s working and what’s not. 

Frequent Occurance Of Misselling Episodes 

Another frequent challenge occurring in call centers is compliance and misselling episodes. Misselling episodes result from the customer’s lack of knowledge regarding the product or service, the urgency of sales reps to meet targets or deadlines, and fraudulent intentions of sales reps. 

With misselling happening within an organization, it becomes next to impossible to achieve a healthy brand reputation.

Check out this article: Call Center Compliance: Reduce Rampant Mis-selling Episodes With Convin 

Lack Of High-Quality Calls

All agents are expected to make 50-60 calls daily. To cover that target, they often tend to dial fake calls. Now, the question is, how do we find out if those calls made it to the customer or were faked? 

Time-Consuming Manual Quality Assurance 

Manual call center QA is, first and foremost, a repetitive and boring task for auditors. Agree? 

Contact centers have manual internal auditing programs with manual tools and sheets. But on an organizational level, it comes with multiple issues if done incorrectly.

For instance, only 1-3% of calls are audited through manual call center quality assurance. What about the rest of the 98% of calls? 

The sampling size of call reviews being 1% poses some grave problems:

  • Inefficiency
  • Human errors
  • Biased with certain agents
  • Feedback offered to agents every month rather than daily or weekly. 
  • Low ROI due to fewer audits compared to the average number of daily calls. 
  • Manual auditing doesn’t meet a reality check due to a lack of viable information. 

Inefficient Agent Coaching

Agent coaching can be a tricky task to achieve. Most contact centers follow one-on-one coaching. Scalable? Definitely NO. 

Call center coaching in organizations is still generic and lacks proper coaching methods. With conventional coaching methods, agents take considerable time to ramp up. Yikes!

Unrealistic Targets

Ok, let’s admit it. Contact centers often end up setting up unrealistic targets for call center agents. This can have a gruesome effect on the agents who are not yet properly trained. 

Lack Of A Knowledge Base

After providing decent training, it is important to keep agents on top of the game. Managers and supervisors often have new information to share, find new areas of improvement for agents, discover new training opportunities for agents, etc. 

Often contact centers end up accumulating an unstructured and unorganized knowledge base that does no good to agents. 

So these were some of the many challenges faced by call centers without automation. As a result, club these factors, and you’ll see a low sales revenue that ultimately harms the overall business.

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5 Incredible Ways To Boost Sales Revenue Using Automated Call Centers

Ways to Boost Sales Revenue Using Automated Call Centers
Ways to Boost Sales Revenue Using Automated Call Centers

1. Improved Call Routing And Prioritization

Automated systems can quickly identify the most valuable leads and route them to the appropriate sales representative. This improves the efficiency of the sales process and ensures that the most promising opportunities receive immediate attention.

2. Enhanced Customer Profiling And Personalization

Automated systems can analyze customer data and interactions to create detailed profiles, allowing sales representatives to tailor their approach to each customer and increase the likelihood of a successful sale.

3. Increased Efficiency And Productivity

Automation can handle routine tasks such as data entry and appointment scheduling, freeing sales representatives to focus on high-value activities such as closing deals and building relationships.

4. Better Data Management And Analysis

Automated systems can capture and analyze data on customer interactions, allowing sales teams to identify trends, make informed decisions, and optimize their strategies for better results.

5. 24/7 Availability

Automated call centers can handle inquiries and sales calls outside of business hours, ensuring no potential opportunities are missed.

Increase Your Sales Revenue by 21%. How? Let Us Do The Explaining. Book A Demo Free Of Cost Today!

How Convin Boosts Sales Revenue By 21% Using Automated Call Centers

Convin’s omnichannel contact center was created to simplify most call center challenges and increase the outflow of sales using artificial intelligence and conversation intelligence. Convin has managed to rip apart thriving obstacles like customer satisfaction, sales, compliance monitoring, and quality assurance by automating contact center processes.

Let’s have a quick glance at the various features and challenges solved by Convin’s Contact Center Software. 

1. Automated Call Center Quality Assurance

We are no longer talking about 1-2% call audits but a 100% call center QA. To leave behind all shortcomings, including random sampling leading to biases, inaccurate data analysis, infrequent feedback, and human errors, Convin audits 100% of conversations. 

Elimination of these factual errors overturns the annual ROI in a positive direction.

Convin Automated Call Center Qa Template
Convin Automated Call Center Qa Template

What will you find inside:

  • 100% audit of calls, emails, and chats.
  • Ability to video and audio comments for a more intuitive experience.
  • An AI score depicting the call quality with respect to the parameters set by the organization. 
  • A bar depicting customer sentiment analysis. 
  • Transcriptions in Hindi, English, and Hinglish. 
  • Much more features and insights on the call which can be used to make business-driven decisions. 
2. Automated Call Center Coaching

Convin has a comprehensive learning management system that encourages lower ramp-up time and boosts agent productivity. 

With Convin’s automated call center coaching, agents can be trained easily and upskilled upon requirement in a shorter time. Moreover, you can monitor their learning process using the Convin contact center software. 

Look out for the library that let’s you store important resources that you want to share with your team and even create assessments to evaluate their progress.

Convin Automated Call Center Coaching Dashboard
Convin Automated Call Center Coaching Dashboard
3. Customer Intelligence

Convin customer intelligence goes beyond customer service by listening to what the customers have to say!

Customer intelligence is a gold mine of customer insights derived from customer conversations. From grabbing words, phrases, and moments that indicate business-winning and losing to keywords that point to competitors, there is nothing you can’t find out about your customers using Convin.

Customer intelligence dashboard
Convin Customer Intelligence Dashboard

Summing Up

So that’s it! We have covered it all. However, there is a lot more information that you can find out just by asking us. With automation comes the ability to track your progress.

Convin makes sure that this progress goes exponentially upward and results in an uptick in sales. After all, a well-performing contact center can never go wrong. 

We have seen some amazing results with our clients, and you can be next. Are you ready to launch your sales revenue by 21%? 

Count me in!

Recommended Reading: 

  1. How AI In Call Center QA Dramatically Improves Call Quality in Insurtech
  2. A Complete Guide On Call Center Software–Everything you need to Know About Convin’s Contact Center Automation Engine
  3. Here’s Why Call Monitoring Software Frameworks are Super Important.

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Convin records, transcribes and analyzes all your sales calls to give insights on what’s working on calls and what’s not.

Convin records, transcribes and
analyzes all your sales calls to give
insights on what’s working on calls
and what’s not.

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2093 Philadelphia Pike #5025
Claymont, Delaware 19703
(+1) 6282095776
Bhive Workspace No.112,AKR
Techpark, A-Block, 7th Mile
Hosur Road, Krishna Reddy,
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+91 7011464590, +91 8802881329
2093 Philadelphia Pike #5025
Claymont, Delaware 19703
(+1) 6282095776
Bhive Workspace No.112,AKR
Techpark, A-Block, 7th Mile
Hosur Road, Krishna Reddy,
Industrial Area,
+91 7011464590, +91 8802881329