Summary
Key outcomes at a glance
- 51,000 field sales customer conversations to central oversight
- Digital forms replaced the previous manual process for documenting sales interactions
- Additional MI supported sales performance tracking
- Central teams gained access to conversation recordings and associated sales data
- Central teams gained access and better evidence of how products were being sold and to whom
The challenge
A national roadside assistance and general insurance provider needed better oversight of its decentralised field sales operation. Its 110 field agents worked across the UK in busy open environments, including shopping centres and car parks, typically holding conversations of around 10 minutes with potential customers.
The central sales management team wanted greater visibility of those interactions without relying on physical observation. It needed a way to securely record conversations, digitally capture information about what was discussed and make both readily accessible to the central team.
The provider also wanted to use the resulting data to improve its sales processes and evidence that the right products were being offered to the right customers.
Central teams gained access to customer conversations that previously could only be overseen through physical observation.
The Recordsure solution
Recordsure technology enabled field agents to securely capture face-to-face customer conversations and digitally record information about each interaction.
The solution brought together Conversation Intelligence and Reporting & Analytics (MI) to give the central sales management team access to customer interactions and the information associated with them.
Capturing field sales conversations
Recordsure’s Conversation Intelligence technology enabled field agents to securely record face-to-face sales conversations using mobile phones and tablets. This allowed conversations in busy environments to be captured digitally, creating a record of interactions that the central sales management team otherwise could not oversee without physical observation.
Digitising conversation information
Alongside the recording, sales agents completed a purpose-built digital form to capture conversation details and record the potential customer’s consent to being recorded. This replaced the previous manual process for documenting the interaction and kept the conversation information with the associated recording.
Making conversations accessible centrally
Once the conversation was complete, the recording and associated form were uploaded and made available for central access. This gave the central sales management team access to interaction evidence and information that had previously been unavailable centrally.
Using conversation data to support oversight
The additional data and Reporting & Analytics (MI) enabled the central sales management team to track sales performance and evidence how products were being sold and to whom. This supported greater visibility across a geographically dispersed field sales operation and provided information to improve the sales process.
The outcomes
The provider established central oversight of decentralised field sales conversations, giving its sales management team access to interactions that previously could only be overseen through physical observation. Digital forms replaced the previous manual process for capturing information about sales conversations, enabling faster and more effective documentation.
The additional data and management information (MI) supported better tracking of sales performance, while recorded conversations provided evidence of how products were being sold and to whom. This gave the provider greater visibility of its sales process and better evidence of how products were being offered and sold to customers.
The efficiencies created by the new approach also helped offset the additional resources the QA team needed to review the increased number of recorded conversations.
Engagement snapshot
- 3 yearsTime with Recordsure
- 1,700Total conversations per month
- 51,000Total conversations captured
- 110Users
Frequently asked questions
Field agents securely recorded face-to-face sales conversations using mobile phones and tablets. The recordings and associated digital forms were then made available centrally, giving the sales management team access to interactions that previously required physical observation.
The engagement captured 51,000 sales conversations, with around 1,700 conversations recorded each month.
Sales agents completed a purpose-built digital form alongside the conversation recording. The form captured information about the interaction and recorded the potential customer’s consent to being recorded.
The central sales management team used the additional data and MI to track sales performance and evidence how products were being sold and to whom.
Digital forms replaced the previous manual approach to documenting sales interactions, while securely recorded conversations gave the central team greater visibility of field sales conversations without relying on physical observation.