This Sales Call Center increased Script Compliance by 10x. Here's how.
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- Gong
Tech Stack
- Gong analytics
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
Technology Category
- Analytics & Modeling - Real Time Analytics
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Sales & Marketing
Services
- Data Science Services
About The Customer
Hear.com is a global leader in the hearing aid industry, providing expert advice to thousands of customers around the world. After a phone consultation with hear.com, Partner Providers test customers in person and then fit them with an effective and affordable hearing aid. Veit Albert is the VP Sales at hear.com. He initially led the sales team in Germany, then moved overseas to open the company's first office in the United States. That office now has 200 employees and Veit leads the US sales team from Miami, Florida.
The Challenge
Hear.com, a global leader in the hearing aid industry, faced a challenge when their sales numbers dipped during the absence of their VP Sales, Veit Albert. The American sales team had stopped using the 'Why Hear.com?' script on competitive calls that Veit had previously developed. The script was a critical piece of their messaging and its non-compliance led to a decline in sales. The sales consultants had slowly drifted back into old habits during Veit's six-week absence. To address this, Veit and the leadership team decided to launch a call quality training program.
The Solution
To address the challenge of declining sales, Veit turned to Gong, a sales analytics platform. Gong's analysis revealed that sales consultants were hardly using the 'Why hear.com?' script at all in competitive situations. Veit and the leadership team launched a call quality training program to turn things around. Reinstituting the 'Why hear.com' script was a key component of the plan, as was tapping into the marketing team for support. With Gong's help, the sales team also reinforced ongoing call quality training for its sales consultants.
Operational Impact
Quantitative Benefit
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