How have Agent Scorecards helped Motorpoint improve lead conversion?
Key benefits
- The ability to easily review and report on thousands of calls each month
- Greater automation and clearer reporting framework
- Huge time savings for the online sales management team
- More streamlined and tailored training processes
The challenge
Motorpoint works hard to provide customers with the best possible experiences – in-store, online and over the phone. But, before working with Infinity’s Agent Scorecards solution, Motorpoint didn’t have an easy way to assess how well queries were responded to once they were passed to the online sales team.
Without a simple way to track what happened on calls, there was a limit to how well Motorpoint could report on the performance of its online sales function. Because the business was not using a third-party tool to help summarize calls, Motorpoint had to manually listen back to selected calls to make sure that correct sales process was being followed.
This was a very time-consuming process and couldn’t paint a clear picture of what was happening on the thousands of calls Motorpoint receives every month, as the team were only able to dip-test a small proportion. This incomplete view made it difficult to make fully informed decisions around process improvements, agent training, and call handling.
Why Infinity
Agent Scorecards have allowed Motorpoint to automatically monitor specific elements of calls and ensure that best practices were being followed. It was important for the business to be able to configure the Scorecards so they could track specific aspects of calls to ensure they were following its best-practice guidelines, including:
- Asking the right question to understand the requirements of each customer
- Ensuring that all the necessary data is captured correctly
- The vehicle preferences of the caller
- Consideration for finance
Being able to fully customize the Scorecard means Motorpoint can track how the online sales team is performing against the key call-handling metrics and gave the option to add new elements at any time. The Scorecard view gives a quick overview of individual agent performance, making it quick and easy to identify areas of improvement.
The solution
Infinity’s Agent Scorecards have made it easier for Motorpoint to spot top performers and refine training processes. Being able to delve into individual sale executives' records means that the business can offer a much more targeted and tailored approach to training.
We only implemented Agent Scorecards towards the end of last year, but we’ve already noticed the positive impact it’s had.
The ability to summarize calls and outcomes means it’s quick and easy to spot when scripts and processes aren’t adhered to, so corrective measures can quickly be put in place. Having this intel means the team is in a much better position to deliver the best possible customer experience.
The results
Automating the call monitoring process and using Agent Scorecards to give a clear view of performance at an individual agent level has saved the business a significant amount of time on manual call listening. The quality of the insights that the online sales team now has access to also means there’s a much more integrated view of processes, enabling the team to great targeted training on areas that will have the biggest impact.
Conversation Analytics has given us a really easy way to understand how our team are responding to the thousands of calls we receive each month.
Motorpoint now has a simple way to track what happens on every call it receives, helping to improve conversion to sale. After six months of using Agent Scorecards, the team at Motorpoint has seen:
- More streamlined and tailored training processes
- Huge time-savings for the online sales management team
- The ability to easily review and report on every call handled by the online sales team
Plans for the future
Going forward, Infinity will work with the sales management team to help with the understanding and adoption of Agent Scorecards. Infinity is also working closely with Motorpoint to continuously refine the Agent Scorecards metrics based on feedback from the business. This is to ensure they’re as tailored as possible to their coaching needs and to enable them to create a framework that ensures all team members get the training required to nail every call they handle.
What the client says
Discussing how the introduction of Agent Scorecards has benefitted the business, Philip Mathews, Sales Operations Manager at Motorpoint, said:
“Conversation Analytics has given us a really easy way to understand how our team are responding to the thousands of calls we receive each month.
“It’s given us the ability to address the individual development needs of our team and allowed us to start working on bespoke training plans. With the size of our team what it is, this is something we would never have had the capacity to do manually.
“We only implemented Agent Scorecards towards the end of last year, but we’ve already noticed the positive impact it’s had. Not only are our team clearer on what areas they should be focusing their attention on, but we were able to create a new framework for reporting.
“For anyone managing a busy sales team, I couldn’t recommend Call Analytics and Agent Scorecards enough.”
