A CASE STUDY
ENHANCING SALES PERFORMANCE WITH AI DRIVEN CALL MONITORING
CLIENT OVERVIEW
COMPANY: A Direct TV Partner Contact Center
INDUSTRY: Telecommunications
OPERATION: National Contact Center with 250+ agents
PRIMARY GOAL: Increase sales conversion, reduce cancellations and improve customer experience
CHALLENGES
Direct TV’s contact center faced several operational hurdles:
Inconsistent call quality and customer service
High volume of customer complaints and cancellations
Limited visibility into agent performance
Missed sale opportunities due to no real-time feedback
DifUculty in identifying training needs
SOLUTION - CALL MONITORING APPLICATION
Contact Center partnered with Trellissoft to deploy PulseAI360, a robust solution that included
Compliance Monitoring
AI-driven call monitoring checks
agent adherence to company
guidelines
Automated Call Scoring
AI-driven analytics evaluated calls
based on tone, script adherence,
and customer ø sentiment.
Keyword Tracking
Alerts for upsell/cross-sell ø
opportunities and compliance
phrases.
Performance Dashboards
Individual and team metrics
visualized for quick insights.
Training Recommendations
AI-generated feedback loops for
targeted coaching.
Results
After successfully implementing our solution, Direct TV saw a boost in critical operational
metrics within the first 3 months of implementation.
|
Metric
|
Before
|
After
|
Improvement
|
|---|---|---|---|
|
Sales Conversion Rate
|
12.5%
|
18.3%
|
+46%
|
|
First Call Resolution (FCR)
|
68%
|
82%
|
+21%
|
|
Average Call Handling Time
|
7.2min
|
6.1min
|
-15%
|
|
Customer Satisfaction (CSAT)
|
3.9/5
|
4.5/5
|
+15%
|
|
Agent Compliance Score
|
76%
|
91%
|
+20%
|
KEY BENEFITS
Direct TV’s contact center experienced the following key benefits after the implementation of AI:
Improved Sales Performance
Real-time feedback helped agents close
more deals and reduce cancellations.
Enhanced Customer Experience
Faster resolution and better communication.
Operational Efficiency
Reduced call times and improved agent productivity.
Data-Driven Coaching
Personalized training based on actual call data.
Improved Sales Performance
Real-time feedback helped agents close
more deals and reduce cancellations.
Enhanced Customer Experience
Faster resolution and better communication.
Operational Efficiency
Reduced call times and improved agent
productivity.
Data-Driven Coaching
Personalized training based on actual call data.
Why Trellissoft?
Trellissoft’s architects and
designers excel at creating
innovative and scalable data
solutions. Their expertise ensures
the development of reliable,
efficient, and future ready business
processes that customers can
trust, enabling seamless operations
and supporting long term growth.
