Sales Performance

The more quickly you can recognize and capitalize on sales opportunities, the sooner you'll benefit from them. Conversely, the more quickly you can identify lost opportunities, the sooner you can take action to correct them. CallMiner Eureka! automatically tracks a variety of indicators of sales performance in Call Center conversations:

Payment Language	Buy Language	Upsell Language
Product / Service Mentions	Percentage Silence	Cross-Sell Language

These are the indicators CallMiner Eureka! tracks out of the box. The solution can also be easily customized with additional indicators of sales performance that are specific to an industry or a company.

Drilling Down to a Deeper Understanding of the Issues

Eureka! Discover normalizes and graphs these relevant call indicators to create an index of sales performance, then presents it in a composite view of four key business indexes (Customer Satisfaction, Agent Quality, Sales Performance, and Marketing Effectiveness). You can drill down from this overview into Sales Performance to do further research and analysis using Eureka! Analyze, Eureka! Search, and Eureka! Report.

Using Business Intelligence to Impact Business Value

Using CallMiner Eureka!, sales managers can determine the percentage of calls that actually contain upsell attempts, compared with the percentage of calls that should contain upsell attempts based on revenue targets. Training and incentives can be adjusted to increase the number of upsell attempts and create the potential for revenue gains.

In addition, CallMiner Eureka! can determine sales opportunities by product, without the agent having to manually choose from a list. Sales managers can then track and trend over time various aspects of product interest among customers.

Freeing sales agents from manual processes in these ways enables them to concentrate more closely on educating customers about the value of added services and products.