Fortune 500 Waste Company Eliminates Call Audio Issues with Conquer
Our client, a leader in the waste and energy industries, was grappling with significant problems in their call center operations. The quality of their calls was subpar, often resulting in lag, crashes, and distortion. Calls went unreported and inbound callers were being routed incorrectly. Further compounding these issues were the poor customer support and unresponsive technical assistance from their previous call audio provider.
Understanding the crucial role of clear and reliable communication in their business, our client sought a more robust solution. They wanted an improved call quality experience for both their customers and agents. Additionally, they needed a provider that offered strong support and seamless integration with their existing systems.
CHALLENGE #1: Poor Call Quality & Unresponsive Support
“One of the primary reasons we selected Conquer was to make the [sales rep] position easier and to feed the work to our representatives so they can be successful.”
Our client’s previous solution was rife with call latency and distortion issues due to use of a lower quality telephony provider. These issues frustrated both sellers as well as customers, only magnified by a lack of timely and effective response from our client’s previous vendor. Moreover, identifying inbound callers with their associated records was a multi-screen and time consuming process. With poor call quality and a total lack of technical support leaving their sellers without help, our client knew they needed to pivot to a new tool.
CHALLENGE #2: Clunky Integrations & Inconsistent Reporting
“Technology enables us to be very transparent…but it needs to be the same information. It shouldn’t be two sets of numbers [to operate from]…you have to have buy-in and trust in the numbers that you’re relaying, and you must be transparent about it.”
Besides the frustrating technical issues caused by their previous solution, our client realized they had a gap in their coaching efficacy. Inconsistent reporting and incomplete records caused wide gaps in data accuracy, as well as a lack of compliant recording functionality. They additionally needed a more effective tool than their previous clunky integration to work seamlessly with their existing sales coaching system.
THE SOLUTION: CONQUER
“We chose Conquer for our sales enablement, which has produced exactly what we wanted: increased runway and positive results. A consistent experience for our representatives and really moving us forward.”
Conquer helped our client solve their audio issues through a telephony backbone supported by a network of tier one carriers, optimized to remove latency and immediately resolve any unexpected problems on a call. Beyond this, Conquer’s native functionality ensured that data from every single call was automatically captured in Salesforce. This proved vital in generating accurate reports, which in turn facilitated more informed decision-making. Beyond solving the company’s pressing audio issues, Conquer also brought additional benefits. It allowed for a seamless workflow with our client’s sales coaching platform, improving the efficiency of our their operations while also enhancing the motivation and productivity of their agents. Our client gained instant access to issue resolution teams through Conquer’s dedicated client services, while also providing a venue for key contributions to the direction of product development.
THE IMPACT: High Value Results
The impressive results of implementing Conquer:
- 34% increase in call connections
- 20% increase in call durations
- 10% increase in outbound call
The company saw a 34% increase in call connections, a 20% boost in call durations, and a 10% rise in outbound calls. Moreover, the company gained greater control over rep workflows, improved metrics on rep efficacy, and had an easier time managing their remote teams. Perhaps most importantly, Conquer Voice worked seamlessly with their existing sales coaching system, providing the necessary data for effective instruction and analysis. This not only contributed to the growth of individual agents but also played a significant role in the company’s overall success. Our client’s journey is a testament to the transformative power of choosing the right call audio solution.
“Is there anything you need in your tech stack besides Conquer?”
-Client Senior Inside Sales Manager