Our client achieved a 30% increase in call center revenue by implementing a real-time support system for agents. The process began with analyzing audio recordings of customer interactions to identify effective agent behaviors and successful strategies. We then studied the characteristics of top-performing agents to understand their approach to handling calls.

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We combined this insight with first-party data to develop a deeper understanding of customer profiles and preferences. Leveraging this information, we created personalized scripts and live tips designed to guide agents through each call, improving their ability to address customer needs and enhance purchase probability.To assess the effectiveness of this new approach, we conducted an A/B test comparing the personalized scripts with the standard approach. The results were impressive: the implementation of personalized scripts and real-time recommendations led to a significant 30% increase in call center revenue, driven by more effective agent performance and improved customer interactions.