The Ultimate Guide to Conversation Intelligence
For Contact Centers
Your contact center agents represent the first and most memorable human interaction customers will have with your company. Conversations with agents are often the most important touchpoint for your high-value customers, and prospective customers will only give you one chance to get it right before they jump ship to the competition. The conversation is the cornerstone to creating exceptional buying experiences and accelerating revenue growth.
In this guide, you’ll learn everything you need to know about how to use conversation intelligence to improve sales conversions and provide exceptional customer care in the contact center. This includes automating quality assurance, improving agent coaching, and personalizing the total buying experience to make the most out of every customer interaction.
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Invoca helps you improve your contact center processes and performance in many ways. Select a topic that you’re interested in.
The conversation is changing
Effective agent coaching
Automated & objective call QA
Complete compliance monitoring
Dynamic call routing
Missed call follow-up
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The Converstation is Changing
As more companies see the value in customer conversations, contact centers are shifting from cost centers to strategic business operations. When customers call, it’s an opportunity to create a human connection and drive more lifetime value by providing seamless, personalized experiences. In the Invoca Buyer Experience Report, we found that nearly 70% of consumers will call when making a high-stakes purchase. More importantly, 76% reported that they will stop doing business with a company altogether after just one bad experience. This makes the contact center experience a critical component to acquiring and retaining loyal customers.
Contact centers themselves are also changing structurally, moving from windowless cube farms full of be-headsetted agents struggling to hear their own voices to a remote workforce of agents who close deals and resolve customer inquiries from their home offices. Today’s contact center workforce expects to work from home, too, and they’ll seek out employers who allow it. This is driving a need for modern, cloud-based contact center architecture and a move away from the old, inflexible on-prem solutions.
Your Agents Do More Than Ever
The role of the contact center agent is also changing functionally. Today, agents might be handling calls, online chats, emails, SMS, social media inquiries, and more. It’s a multi-channel operation and agents have a lot more going on than they used to. Your reps are more often expected to be experts that can provide a level of service that can’t be matched by even the best eCommerce experience.
The Conversation is Changing
The Call Experience Will Make or Break Your Business
The call experience has also become one of the most critical touchpoints for sales and customer service. It’s the first and often the final contact your prospects and customers have with your business, and the experience you provide will not only make or break a sale, it determines your reputation.
of consumers will call businesses when they need help with a purchasing decision
prefer to use the chatbot
of consumers quit doing business with brands they love after only one bad experience
will pay more to get better customer service
Consumer Expectations are Changing
Back in the before-times when the internet didn’t exist, consumers might stick with a brand because they had one great experience, for nostalgia (my mom drove a Ford, so I always will!), or because your logo looks cool. Today, consumers are more willing than ever to jump ship if they have a negative experience.
of consumers said talking to a person on the phone makes them feel more confident in making high-consideration purchases, versus purchasing directly online.
Your Agents are the Face of Your Company
The phone conversation is likely to be the first meaningful interaction prospects have with your company. Which makes it your best opportunity to drive more revenue—or to drive customers away.
Companies with strong omnichannel customer engagement retain 89% of their customers.
Get that experience right, and your customers will hold onto you like a purse full of 100-dollar bills. Get it wrong, and they’ll kick you to the curb like a summer camp love interest and never think of you again. Worse yet, they’ll probably tell all their friends and leave scathing reviews online.
Great Experiences = Lasting Loyalty
Your competitors are adopting new technologies to create experiences that drive more revenue, retain more customers, and snap away sales from those that can’t keep up. Being last to the game isn’t an option with today’s consumers.
Adapt or Get Left Behind
46% Will tell others after having a bad experience.
Effective Agent Coaching
To learn how you can make your contact center agent coaching more effective, let’s first look at the issues your current agent coaching process could be causing.
When scoring calls:
I manually score a sample of calls.
I listen to as many calls as possible to spot problems.
Someone else scores calls and I coach agents.
Manually scoring calls is incomplete
Most contact centers score a small sample of calls to identify agents who need coaching. You’re probably only scoring 1% or less of your calls, so hundreds and thousands of calls may never get scored each month. And thousands of opportunities to identify coachable moments that can increase your conversion rates and customer satisfaction ratings also slip by.
There could be a lot of problems hiding in those calls you never hear. Worse yet, you are missing out on the chance to reward your highest-performing agents. In order for your sales process to run at peak performance and drive the most revenue, you need to automate call scoring to analyze all of your calls.
See how Invoca automatically scores 100% of your calls
Hunting for problems is a waste of time
If all you do is look for problems, you don’t have much time to come up with solutions or work with your agents. Not to mention that you’re likely glossing over what high-performers are doing right and it prevents you from finding out what actually works.
When you coach based on the small sample of calls you’re listening to, the generalized behavior you observe may not be indicative of what your team actually needs. Without quantitative data you can’t accurately identify the areas that agents really need to be coached on.
Learn how Invoca helps you spend less time finding problems & more time solving them
If you have to wait, it’s too late
When calls are scored by a third party and handed back to you, there can be a delay of hours or even days. By then the agent doesn’t remember the context of the call and won’t be able to effectively implement your feedback. The sooner you and the agent see the scorecard and get coaching, the more likely it is that they’ll become more effective agents.
See how to get immediate access to call scores
lesson 1: solution
With Invoca automated QA, you can analyze and score 100% of your calls. No more samples, no more missed opportunities. You can also analyze the entire customer conversation experience, even when calls are transferred, handled by an outsourced call center or BPO, or routed to individual locations. When you can score all of your calls, it gives you an objective view of the performance of all your agents—free from human bias. Every call is scored the same way. This allows you to recognize and fairly incentivize top-performers and stay on top of coaching those that are falling short.
Automatically score 100% of your sales calls
Invoca Enables Coaching That Makes Every Agent More Effective
When your calls are automatically scored, it frees up time for your contact center managers to coach agents, develop better scripts, and discover more efficiencies. It also makes managers happier by freeing them of the monotonous task of listening to hundreds of phone calls every week. With quantitative, objective data on all of your sales calls, you can rest assured that you’re spending time coaching agents on things that drive results.
The result is happier agents who get rewarded for great performance more often and feel picked on about problems less.
Spend less time finding problems and more time solving them
When you get call scorecards immediately, you can address problems immediately. Leave your feedback and @mention agents right in the call transcripts or tag timestamps in the recording to pinpoint where issues or successes are occurring. No need to pick up the phone. And since you’re giving immediate feedback, the agent has the context to remember and apply it. Invoca also empowers individual agents by giving them access to their own scorecards as soon as their call ends, allowing them to self-coach and provide the best customer experience possible.
Get immediate access to all your call scores
Automated & Objective Call Quality Assurance
To learn how you can improve your call handling quality assurance processes with Invoca, let’s examine the issues you might be encountering with the way you do it today.
To handle call QA:
I’m spot-checking calls every day.
An outsourced vendor handles my call QA.
We have an internal QA team that gives me reports.
Hey, you missed a spot
Spot-checking calls for call handling QA is a great way to miss problems and opportunities for improvement. It also takes a tremendous amount of time. But when you get 1,000 calls a day, it’s the only choice you have, right? There could be a lot of problems hiding in those calls you never hear.
Worse yet, you’re missing out on the chance to reward your highest-performing agents. In order for your contact center to run at peak performance and drive the most revenue, you need to automate call scoring to analyze all of your calls.
See how Invoca scores 100% of your calls
You don’t have time to wait on QA
Whether an internal team or external vendor is handling your call QA, it means you have to wait for results. Every day that you wait for your call reports is a day where potential problems persist and high-performing agents go unrewarded. You may also have limited insight into the QA methodology, so you don’t know how they’re coming up with the scores or how many calls are going through QA. Additionally, making changes to the QA process and scorecards is cumbersome and time-consuming, making it difficult to adapt to changing needs or scale up your operations for the busy seasons.
See how to get immediate call insights
lesson 2: solution
With Invoca automated call QA, you can analyze and score 100% of your sales calls. No more samples, no more missed opportunities. You also analyze the entire customer conversation experience, even when calls are transferred, handled by an outsourced call center, or routed to individual locations. When you can score all of your calls, it gives you an objective view of the performance of all your agents—free from human bias. Every call is scored the same way. This allows you to recognize and fairly incentivize top-performers and stay on top of coaching those that are falling short.
Invoca Enables Instant Automated Call Handling QA
With Invoca, you get complete insight into every customer conversation right when the call ends. With Invoca’s easy-to-use dashboards and reporting, you can monitor how agents and teams are performing against core KPIs, and quickly dive into specific calls for review. You also can generate reports whenever you need them, not whenever the QA team has time to deliver them.
Get immediate insights
If you discover that your QA process is incomplete or doesn’t work with a new product or service offering, you can easily change the parameters in Invoca to match your business requirements. You don’t have to wait for a QA vendor and you don’t have to call IT. And since Invoca analyzes and scores all of your calls, no matter how many are coming in, you don’t have to worry about seasonal fluctuations or a big promotion diluting how many calls go through the QA process.
Adapt and scale QA quickly
Complete Compliance Monitoring
To learn how you can get more complete call compliance monitoring, let’s take a look at how you’re checking for compliance today.
To monitor calls for compliance:
Another team or vendor handles compliance.
You’re missing potential compliance issues
Spot-checking calls for call compliance is a great way to miss problems. In highly regulated industries like healthcare and financial services, incomplete compliance checking can lead to regulatory violations, fines, or even you losing your job! It also takes a tremendous amount of time. But when you get 1,000 calls a day, it’s the only choice you have, right? There could be a lot of problems hiding in those calls you never hear and you need to monitor 100% of your calls to spot all of them.
See how to evaluate 100% of your calls for compliance
Fixing call compliance issues can’t wait
Every minute you have to wait on another team or vendor to issue call compliance reports is a minute where potential compliance issues are still happening. If you’re only getting compliance reports weekly, that creates a huge gap in time between you becoming aware of the problem and being able to coach agents to solve it.
See how you can get immediate alerts for compliance issues
lesson 3: solution
With Invoca conversation intelligence, you can automatically analyze 100% of your calls for compliance. You ensure compliance across the entire customer conversation experience, even when calls are transferred, handled by an outsourced call center, or routed to a business location.
When you can check all of your calls for compliance, there is a slimmer chance for compliance issues to become a long-term problem. This can save you from running into regulatory trouble and saves you time that’s better spent coaching agents to close more deals.
Evaluate 100% of calls for compliance
Confirm Compliance on 100% of Your Calls with Invoca
When you use Invoca to analyze calls for compliance, you get results right when the call ends. You can immediately alert agents and by @mentioning them and providing compliance-correcting feedback right in the call transcript or recording timestamp. With Invoca’s easy-to-use dashboards and reporting capabilities, you can also generate detailed reports whenever you need them. No asking, no waiting.
Get alerted to compliance issues immediately
Every minute you have to wait on another team or vendor to issue call compliance reports is a minute where potential compliance issues are still happening. If you’re only getting compliance reports weekly that creates a huge gap in time between you becoming aware of the problem and being able to coach agents to solve it.
Dynamic Call Routing & IVR
Are you routing your calls in the most efficient and effective way possible? To learn how you can route calls more efficiently, let’s take a look at how you’re handling it today.
Do you route calls:
Through an IVR
From Your Website
Bad IVRs are frustrating and inefficient
A well-tuned IVR can help your customers get the information they need quickly, sometimes without even talking to an agent. A bad IVR is an endless labyrinth of frustrating dead-ends that will have callers screaming “AGENT” and mashing the “0” button while tears run down their face. Many contact centers find themselves in the latter camp because their IVRs are too difficult to test and maintain and frequently require involving IT, vendors, or other technical assistance to make needed changes.
Learn how Invoca IVRs reduce frustration
Static numbers waste the customer’s and contact center’s time
Without Invoca you don’t have insight into the digital journey that drove the call so you can’t personalize the caller experience or route the call smartly. If you just have a single number on your website that drives to a general contact center, you’re wasting the customer’s time and valuable agent bandwidth.
Without digital intent data, you’re creating a tedious experience for the customer and an inefficient process for your contact center teams.
See how you can use digital intent to automatically route calls
One-size-fits-all routing increases churn
If you route all calls the same way, you run the risk of losing at-risk customers forever if they aren’t sent directly to retention agents. Other potentially dissatisfied customers—like those who need to return or replace products—also don’t want to hunt their way through the IVR to get service. The last thing you want is to further frustrate an already unhappy customer.
Learn how better routing can increase retention
lesson 4: solution
With Invoca, anyone can create custom IVR phone menus in minutes without any coding or help from IT. Invoca IVRs are powered by natural language processing (NLP) so they can understand both voice responses and keypresses, providing better experiences for your callers.
You can also report and take action on Invoca IVR Data to see how well your IVR is working. You can view caller IVR responses and interaction data in Invoca reports. Detect CX issues impacting conversions, pass IVR responses to your CRM, and use IVR responses to classify caller intent.
Invoca Voice IVR is Simple to Deploy and Maintain
Dynamically Route Calls Based on Customer Intent
Invoca doesn’t just capture what happens during the call, it captures the digital journey that drove the call, too. This opens up a world of digital intent data to help create vastly improved call experiences. You’ll have visibility into callers that originated from your product page so agents can immediately offer help and see which callers were already trying to purchase online to try and close that sale over the phone. You can also deliver screen pops with digital journey data directly to your agents so they can provide faster, more personalized service to every caller.
Use digital intent for smarter routing
Callers aren’t just customers looking for help or prospects looking to purchase. The third (and dreaded) caller type is a current customer looking to cancel service or return a product. Invoca gives you the transparency and data to identify these at-risk customers and route them directly to specially trained retention reps who have the best odds at saving those customers.
Save at-risk customers
Missed Call Follow-Up
No contact center is perfect and calls often go unanswered. To learn how to get more revenue by following up on missed calls, let’s look at how you do it today.
When calls are missed, you:
Do nothing. We answer all our calls!
Don’t follow up on them at all.
Follow up on voicemails.
You’re missing more calls than you think
According to Invoca platform data, the average business doesn’t answer 26% of their calls. In some industries, over half of calls go unanswered. Worse yet, we’ve found that many businesses are unaware of how many calls they’re missing—or that it’s costing them millions in revenue.
See how Invoca Lost Sales Recovery makes missed call follow-up easy
Not following up on missed calls is costing you millions in revenue
Every call you don’t answer is a sales opportunity that may never materialize. Here’s an example of the revenue cost based on an Invoca automotive dealer’s call volume and missed call rate*.
Only a fraction of prospects will leave voicemails
If your missed call follow-up relies on customers leaving voicemails, you’re only following up on a fraction of your missed opportunities. People don’t leave voicemails, they call your competition.
What’s the average unanswered call rate in your industry?
Media & Telecom
Travel & Entertainment
Building & Home Services
Average profit per vehicle sold =
Average 23% Unanswered Call Rate =
34% of those calls are Sales Opportunites =
2% of those opportunities would convert =
276,000 missed calls
93,840 missed opportunities
1,876 missed sales
$4,400,000 a Month in Unrealized Profits
* Average profit per vehicle based on NADA data. Unanswered call rate, sales opportunity rate, and sales opportunity conversion rate based on Invoca customer platform data.
Average Voicemail Rate:
lesson 5: solution
Invoca Lost Sales Recovery enables you to see exactly how many calls are being answered by agents so you can diagnose and fix issues that cause calls to go unanswered. Realistically, even in the tightest-running ships, some calls will slip through the cracks. That’s why Lost Sales Recovery also provides the insight you need to follow up on the calls that are most likely to result in sales.
Get accurate insight into missed calls
Reclaim Revenue with Lost Sales Recovery
Lost Sales Recovery Signals use voice energy detection to identify whether or not the calls were answered by an agent, if the call was sent to voicemail, or if a voicemail was left with over 90% accuracy right out of the gate. Lost Sales Recovery can detect if a call was:
- Not Answered
- Answered by Voicemail
- Or, If a Voicemail was Left
How Lost Sales Recovery works
Not all missed calls are created equal, and for most businesses, following up on all of them is not feasible or beneficial. Invoca is better than other solutions because it gives you the ability to prioritize your missed sales calls so that you can respond intelligently, appropriately, and at scale.
With Lost Sales Recovery, you can isolate the unanswered calls that were most likely to convert, for example, by defining “quality sales calls” with criteria like IVR keypresses (e.g., caller pressed 1 to speak to sales) or filter missed calls by hundreds of marketing criteria, such as if they called from a webpage or clicked an ad that shows high purchasing intent. This ability to automatically identify and prioritize what calls you need to follow up on is the key to recovering lost sales.
See exactly which high-intent calls to re-engage
How Invoca Works
Tracking calls with Invoca
Invoca Signal AI gives you an unprecedented view into conversation data from high-intent consumers. Quickly gain new insights from tens of thousands of conversations and take action on them in real time to reduce average call handle times, improve CSAT scores, and drive more conversions and revenue.
Compared to conventional call analytics tools, Signal AI provides deeper insight into the unique conversations happening between your customers and agents — often uncovering conversation patterns and behaviors that you didn’t know existed — with consumer-level data that can be made actionable across platforms like CDPs, CRMs, and advertising platforms.
AI-powered conversation analytics
With Invoca you can improve the buying experience and reduce call handling costs by dynamically routing calls to the right agent every time. Invoca captures first-party buyer intent data throughout a consumer’s digital journey — things like Google search keywords, website clickstream data, and unique digital identifiers — and uses that to inform call routing in real time.
Intent-based call routing
You probably know how many calls you get per day, your call duration, and even the value of your typical sales call. But does that really help you understand your customers? Watch this video to learn how Invoca provides deeper insights into your customers’ buying behavior to accelerate your revenue and provide great experiences.
Understand customers at a deeper level
With Invoca, you don’t have to turn your phone system or contact center tech stack upside-down to reap the benefits of conversation intelligence. Without any integrations or replacing existing tech, you still get:
Invoca Integrates with Your Existing Tech Stack (Or Not!)
Automated call scoring & QA
Cloud-based, user-customizable IVRs
Interactive coaching tools
By integrating Invoca with your contact center and marketing tech stack, you can also achieve a higher level of data and information that enables you to further improve agent performance and use conversation data to optimize marketing. This results in more efficient and effective telesales operations. Invoca integrates with:
Check out our integration library here
Contact Center Solutions
Virtually any platform
Virtually an platform
Telecom industry-recognized “excellent” call quality rating
Leading call fraud detection and protection technology
99.999% platform uptime
Invoca provides compliance without compromise. It keeps customer data secure, connects calls reliably, and is available when you need it.
Security, Compliance, and Uptime
Using custom webhooks, data deliveries, or Invoca APIs
Watch this video to learn how it works
Watch this video to see how Signal AI works.
Watch this video to see how it works.
Learn how Invoca customer Windstream Communications uses Invoca conversation intelligence to improve sales performance. In this video, you’ll learn how they use Invoca to break down silos between the contact center and marketing teams to drive more revenue and create better customer experiences.
With over 300 locations, AutoNation is America’s largest and most admired auto retailer. In an average year, it sells over 500,000 new and pre-owned vehicles and service nearly five million customers.
AutoNation uses Invoca to train its sales team to close more deals and better serve customers. Invoca automatically records and transcribes each inbound call, and AutoNation uses these insights to identify sales agents’ weaknesses and coach them to improve their performance. They also feed these recordings into their CRM to keep complete and accurate records of every customer interaction. AutoNation also uses Invoca to automate customer call quality assurance (QA). With Invoca for Sales, AutoNation can select the criteria that make up a successful phone conversation for both sales and customer care agents and use AI to automatically scan every call for those criteria, at scale.
Automotive dealer and service network
Get the full case study
“Providing a great customer experience is at the core of our mission, and that’s why our sales managers constantly provide feedback to our agents. Invoca’s call recordings and transcriptions are invaluable coaching tools.”
Anand Rao, SVP of Digital Business
Seamless customer experience
Highest profits in company history
MoneySolver is a national financial services company based in Jacksonville, Florida that helps people and businesses transform their student loan, tax, business, and credit situations.
MoneySolver has about 100 sales agents in total. Half of the agents qualify the calls — once it’s determined a call is a quality lead, it’s transferred to the closers. With such a large team, giving each agent meaningful feedback about their performance was a challenge.
To address this problem, MoneySolver uses Invoca's call scorecards to automatically QA agent performance on every call. Invoca enables MoneySolver to refine its scripts to make them easier for customers to understand, and improve agent morale by assuring them their call scores were objective and that every call they field is scored.
“Invoca has been a game-changer for us. Our agents can see exactly where they’re falling off the talk track and get instant feedback on how they can improve. It’s helped us to double our close rate at the contact center.”
Mark Roblez, Director of Call Center Operations
close rate increase
increase in ROAS
Rick’s Custom Fencing & Decking
Home improvement services
Rick’s Custom Fencing & Decking was founded in 1980 by Rick Stanley. Since that time, it has grown to become one of the largest retailers of fencing and decking in the Pacific Northwest.
Rick’s Custom Fencing & Decking has five retail locations where sales agents take calls and schedule appointments. Prior to using Invoca, the team didn’t have a formalized call QA process in place. Now the sales managers use Invoca's AI to automatically QA 100% of inbound calls based on their criteria. The company doesn’t use scripts and instead empowers its sales team to have free-flowing conversations with the customer — but there are a few topics that agents need to cover on every call. Invoca’s AI identifies these moments in each conversation and grades the agents accordingly.
“Our sales managers don’t have time to sit down and listen to a bunch of calls. Invoca helps them quickly pinpoint each agent’s strengths and weaknesses. It also helps them find coachable moments in the call recordings and transcriptions. This has had a huge impact on agent performance.”
Taylor Pawley, Director of Marketing
2x increase in
6x more likely to use scripted phrases
23% improvement in
call etiquette pass rate
Spectrum Retirement Communities
Healthcare, senior living
Spectrum Retirement Communities, LLC, headquartered in Denver, Colorado, is a leading operator of retirement, assisted living, and memory care communities, with 48 locations in 10 states. The company’s mission is simple: to create communities where seniors thrive.
In the past, Spectrum Retirement performed QA on its sales calls by listening to a small sample of the conversations occurring at its 48 locations. This process was inefficient and prone to inaccuracies — they may have been catching their best agents on their worst days or vice versa. To get a complete and accurate measure of agent performance, the Spectrum team rolled out Invoca’s automated call QA. Spectrum now uses Invoca’s AI to identify which of its calls are sales-related and automatically QA 100% of them according to its custom criteria.
“With Invoca, we can let the machine learning do the work and identify our agents’ strengths and areas for improvement. Rather than searching for the data, we get it at our fingertips in real time. It’s a huge time-saver and it’s changed the game for how we QA calls and coach our agents.”
Jeff Arduino, National Director of Sales and Resident Experience
20% reduction in resident turnover
Viasat is the world’s leading satellite broadband provider, offering communications solutions for customers who can’t be reached by traditional cable or fiberoptic services.
Viasat faced a new challenge when COVID-19 hit North America — a massive increase in call volume to its call centers. With a surge of people working and learning from home, many needed new or upgraded internet service. However, Viasat services a niche market and many of the calls it was getting were from unqualified customers. To prioritize the highest quality leads and better serve customers, they used Invoca’s advanced call routing to deflect unqualified callers. By deflecting unqualified callers, routing current customers directly to customer care, and focusing its marketing only on its addressable markets, they were also able to increase the handled call conversion rate by 74%.
“With Invoca, we’re able to provide a better customer experience and stellar results for our business.”
David Salcido, Director Of Digital Marketing
74% increase in handled call conversion rate
452-hour reduction in handled calls per week
Windstream Holdings, based in Little Rock, Arkansas, is a communications and software company that offers managed communications services, and high-capacity bandwidth and transport services to businesses across the United States.
With Invoca’s automated call QA, the Kinetic sales team is no longer just performing QA on a small sample of the 30,000 phone calls they receive each month. Now, they’re able to automatically QA 100% of the phone calls they receive, without any lift from their QA team. Kinetic simply sets up its criteria for a successful sales call in Invoca— such as if the agent greets the caller properly, asks for the sale, and handles any objections that arise — and Invoca’s AI scores each call accordingly.
“We can now monitor more calls and get the supervisor more information on their agents so that they can coach those that were truly driving down performance, not the ones that may have had one or two bad days.”
CJ Barnhart, Kinetic Quality Assurance Manager
40% increase in average revenue per sales call
27% decrease in failure to overcome caller hesitation
150% of 2020 net subscriber goal
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