VoiceOps
Overview
VoiceOps is a pioneering company in the call center industry, offering the first and only coaching enablement software designed to transform call center operations. By turning data into actionable insights, VoiceOps helps call centers improve conversion rates, reduce team ramp time and attrition, and enhance the value of customer interactions. Their platform leverages AI and human-in-the-loop operations to provide a comprehensive coaching solution that addresses the challenges of traditional call center coaching.
Industry: Call Center Software
Ideal Customer Profiles: VoiceOps is ideal for call centers across various industries such as finance, insurance, education, telecommunications, and more, that are looking to enhance their coaching strategies and improve team performance. Their platform is particularly beneficial for call centers facing challenges with performance variability, high attrition rates, and the need for consistent coaching practices.
Website: voiceops.com
LinkedIn: http://linkedin.com/company/voiceops
Twitter: http://twitter.com/voiceops_hq
Products
Coaching Enablement Platform
VoiceOps' Coaching Enablement Platform combines AI with human-in-the-loop operations to provide a comprehensive understanding of call interactions, allowing managers to coach more effectively without listening to full call recordings.
Features
Call Flow Adherence Measurement
Description: The platform maps team call flows to measurable behaviors and automatically tracks adherence across calls. This feature helps identify areas for improvement and ensures that call center agents follow the desired call flow.
Benefit: Ensures consistent call handling and identifies areas for improvement, leading to better customer interactions and higher conversion rates.
World-Class Coaching Strategy
Description: VoiceOps provides a simple, efficient workflow that allows managers to coach on a significantly higher number of calls per rep in less time. This feature includes providing consistent feedback and reinforcing successful behaviors.
Benefit: Increases coaching efficiency and effectiveness, leading to improved agent performance and quicker ramp times.
Performance Gap Closure
Description: The platform measures increased adherence to key call flow behaviors over time, helping to close performance gaps and reduce attrition. It provides insights into team performance and coaching effectiveness.
Benefit: Improves overall team performance, reduces turnover, and increases return on investment.
Efficient Coaching Workflow
Description: The platform's workflow allows managers to coach on a large volume of calls efficiently, providing more opportunities for feedback and improvement.
Benefit: Enhances the coaching process by allowing more frequent and targeted feedback, leading to better agent performance.
Manager Performance Visibility
Description: VoiceOps provides tools for leadership to measure manager performance against coaching expectations, offering insights into how well managers are executing their coaching duties.
Benefit: Enables leadership to ensure coaching quality and effectiveness, fostering a culture of continuous improvement.
Quantitative Benefits
"A simple, efficient workflow allows managers to coach on 10 times the number of calls per rep in less time"
"7.5% - 25% Increase in close rates"
Source: VoiceOps
"100%+ Improvement in use of key sales behaviors"
Source: VoiceOps
"10x Number of calls coached on per month"
Source: VoiceOps
"Near 100% Transcription accuracy (highest in industry)"
Source: VoiceOps
Testimonials
"This is a game changer in our center! Feedback to streamline our day."
Angela Marsola, Admissions Manager at Penn Foster
Source: VoiceOps | Coaching Enablement Software for Call Centers
"Very easy to use coaching tool. I honestly couldn't be happier with the results I have seen so far"
Jon Santefort, Sales Manager at Homelight
Source: VoiceOps | Coaching Enablement Software for Call Centers
"It's the best training tool I have ever seen."
Andy Groher, Senior Sales & Ops at Funding Circle
Source: VoiceOps | Coaching Enablement Software for Call Centers
"This is an amazing coaching tool that produces results."
Paul Fairbrother, Senior Team Lead at Weebly
Source: VoiceOps | Coaching Enablement Software for Call Centers
"VoiceOps is important because it has the ability to change people's lives for the better. Every day I see that we are really delivering value to our customers."
Phillip Chaffee, Senior Software Engineer at VoiceOps
Source: Careers at VoiceOps
"I love that no one day is the same at VoiceOps. Each day offers new challenges and learning opportunities. Working with a passionate group of individuals in an energetic work environment is the icing on the cake."
Shay Etches, Strategic Marketing Manager at VoiceOps
Source: Careers at VoiceOps
"I love the satisfaction of helping our clients solve real business needs with the "can-do" energy of a startup."
Dan Miller, Head of Client Success at VoiceOps
Source: Careers at VoiceOps
"VoiceOps facilitates the human interactions that lead to real change and growth. I am excited to facilitate behavior change across customers' organizations to drive their success."
Wendy Roth, Implementation Manager at VoiceOps
Source: Careers at VoiceOps
"VoiceOps has revolutionized our agency and the way we train our team. We can now see the everyday challenges our team members face and help them overcome them like never before. I honestly couldn't see us running our agency without it!"
Doug Girma, Owner at C&P Insurance
Source: VoiceOps
Customer Stories
Penn Foster
Problem: Needed to streamline their call center operations.
Value Add: VoiceOps provided a game-changing coaching tool that helped streamline their day.
Outcome: Improved feedback and streamlined operations in their call center.
Source: VoiceOps | Coaching Enablement Software for Call Centers
Homelight
Problem: Needed an effective coaching tool for their sales team.
Value Add: VoiceOps offered an easy-to-use coaching tool.
Outcome: Achieved positive results in their sales coaching efforts.
Source: VoiceOps | Coaching Enablement Software for Call Centers
Funding Circle
Problem: Required an effective training tool for their sales and operations team.
Value Add: VoiceOps provided the best training tool the customer had ever seen.
Outcome: Improved training effectiveness for their sales and operations team.
Source: VoiceOps | Coaching Enablement Software for Call Centers
Weebly
Problem: Needed a coaching tool that could produce tangible results.
Value Add: VoiceOps offered an amazing coaching tool focused on producing results.
Outcome: Achieved measurable results in their coaching efforts.
Source: VoiceOps | Coaching Enablement Software for Call Centers
C&P Insurance
Problem: Challenges in training their team effectively
Value Add: VoiceOps revolutionized their agency by providing visibility into everyday challenges team members face
Outcome: Improved ability to help team members overcome challenges and enhanced overall agency operations
Source: VoiceOps
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