DirecTV Increased Sales and Reduced Average Handle Time

How Can New Hires to Hit Their Sales Targets in their First Week on the Job?

Real-time Guidance and “Just in Time” Recommendations During Customer Interactions
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Jacada is focused on enabling automation and optimization of processes across the customer service value chain. Its ability to combine RPA and conversational AI capabilities to deliver an integrated customer service automation solution is one of its key strengths

Amardeep Modi, Practice Director

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About the Client

DirecTV is an American direct broadcast satellite service provider based in El Segundo, California and is a subsidiary of AT&T. Its satellite service, launched on June 17, 1994, transmits digital satellite television and audio to households in the United States, Latin America, and the Caribbean. DirecTV engaged Jacada with the goal to simplify sales processes, reduce average handling time and improve their conversion rates.

Our Approach

In order to achieve these goals, DirecTV and Jacada landed on an approach that involved providing real-time sales guidance and “just in time” recommendations to agents during an interaction with a customer. The objective is to simplify the overall call flow.

This approach was achieved through rich integration with their campaign management software which maintained campaign data and was able to be queried during an interaction with a customer.

Finally, the interaction disposition is captured automatically during the interaction and posted back to the CRM.

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Results

  • Average handle time was reduced by two and a half minutes – 40% overall
  • Sales conversions increased by 2% immediately following implementation
  • New hires can hit sales performance targets within their first week!
  • Training time for new hires reduced from 3 weeks to just 2 days

What's Next

Now DirecTV is evaluating real-time call center analytics. If certain agents close more sales, for example, the system might automatically route more calls to them. That will involve working closely with the individuals who today manage the call-routing process.
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