The Mission
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. Rated A+ by the Better Business Bureau and in business since 2007, its financial and tax professionals transform lives through customized money solutions.
The Challenge
MoneySolver needed to get a more complete and unbiased measure of contact center agent performance. MoneySolver has over 100 sales agents and the team was performing call QA by listening to a small sample of calls. This approach made it difficult to ensure all their agents were sticking to the right scripts and to provide meaningful feedback to improve their performance.
The Resolution
Getting a complete and unbiased view of sales agent performance
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 solve this problem, MoneySolver rolled out Invoca conversation analytics. This allowed them set up AI-powered scorecards to automatically QA agent performance on every call. They created two separate scorecards: one for the fronters who qualify the calls and one for the closers who convert the deals. Since the fronters all stick to the same script, their scorecards are highly structured and consist of the ten qualifying questions they have to ask every caller. The closers, on the other hand, are encouraged to have free-flowing conversations — their scorecards are more focused on outcomes, like if they got the caller to convert to a customer.
“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,” said Mark Roblez, Director of Call Center Operations at MoneySolver. “It’s helped us to double our close rate at the contact center.”
In addition, Invoca helped the MoneySolver team refine its sales scripts. For example, they noticed some agents were asking customers, “Do you have any unfiled years?” This phrasing was unclear to customers and they often had to ask the agent to repeat the question. MoneySolver noticed this pattern, and made sure agents were saying “Do you have any years where you didn’t file your taxes?” instead and found customers understood that better.
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 AT MONEYSOLVER
Boosting sales agent motivation and job satisfaction
In the past, MoneySolver’s contact center agents would dread meetings with the QA team. It often meant they were doing something wrong. But now, MoneySolver’s agents actively seek out QA agents so they can learn why they didn’t receive 100% scores and how they can improve their performance.
“With Invoca, our agents know that 100% of their calls will be reviewed, instead of a small sample,” said Roblez. “They can no longer blame a bad score on the QA person — it takes human bias out of the equation. As a result, they’ve become more motivated to take ownership of their performance.”
MoneySolver also projects Invoca’s scoring on a leaderboard and ranks the agents who receive the most perfect scores. This creates friendly competition and motivates agents to perform at their best.
“Invoca has helped keep our contact center agents engaged. I recently got a call on my cell phone from a 13-year employee, who wanted to know how she could get more 100% scores and move up on the leaderboard,” said Roblez. “With Invoca, I was able to quickly pinpoint a question she was forgetting to ask and help her to improve. It’s amazing that Invoca can help me quickly find coaching opportunities for even my most experienced team members.”
Using PreSense to route and greet callers more effectively
MoneySolver uses Invoca’s PreSense feature to improve routing in their contact center. When they receive a call from a high-converting affiliate partner, they use Invoca to immediately route it to one of their top agents. By allowing their best leads to jump the queue and go to their best agents, MoneySolver has increased both its answer and close rates.
MoneySolver also uses Invoca to capture digital journey information from each caller, so they can feed it to their agents to personalize the experience. For example, when a caller is funneled in through an affiliate partner, the agent receives information about which partner it was via a screen pop. They can then mention the affiliate partner when they answer the call. This not only helps shorten conversations, but also builds an immediate sense of trust with the caller. This is essential in the debt relief industry, where customers need to share sensitive information.
“There are a lot of spammers out there posing as debt relief companies,” said Rosa. “Invoca PreSense has helped us differentiate ourselves from them and build trust. It allows our agents to give personalized greetings, quickly signaling to callers that we are who we say we are.”
The Results
- 2x increase in close rate at the contact center
With Invoca, our agents know that 100% of their calls will be reviewed, instead of a small sample. They can no longer blame a bad score on the QA person — it takes human bias out of the equation. As a result, they’ve become more motivated to take ownership of their performance.
MARK ROBLEZ, DIRECTOR OF CALL CENTER OPERATIONS AT MONEYSOLVER
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