Uncategorized Archives

Insights

Revolutionizing Tele-Sales with AI-Driven Success

Executive Summary:

Perch Insights empowered mid-market education company to optimize their tele-sales operations. This solution integrated siloed data, provided continuous and actionable insights, and delivered proactive alerts, resulting in a 23% increase in conversion rates, 17% reduction in customer acquisition costs (CAC), and 19% improvement in prospect engagement.

Client Background:

Industry: For Profit Education

Company Size: Mid-market, $750 million in annual revenue

Initial Challenges:

Underperforming tele-sales operation significantly impacting business results, particularly given a complete change in lead sources from a marketing shift of focus into digital advertising and more proactive outreach

Sales leadership could not take effective action due to lack of accurate data or timely, actionable insights

Internal team of data engineers, report developers, and business analysts were unable to provide real-time (or even daily) insights with data integrity or root cause analysis on how best to boost sales through-put and conversion

Challenges:

Data Silos

Tele-sales teams hindered by data dispersed across various systems, including Hubspot, Microsoft Dynamics, Gong, internal databases and an in-house dialer

Incomplete customer segmentation leading to ineffective sales strategies

Internal teams struggled to align the marketing and sales funnels, struggling to seamlessly transition marketing-qualified leads (MQLs) into the sales pipeline.

Lack of Visibility into Sales Funnel

Sales leadership unable to understand where their process was falling apart

No insights into performance by lead source, including contact rate, pipeline management and opportunity conversion

Unable to track agent performance metrics (e.g., call volume, quality of interactions, talk time) on a tenured and untenured basis

Missed Opportunities

Lack of proactive alerts left sales leadership always playing catch-up

Inability to coach agents to act on critical customer behavior cues and more aggressively manage their pipelines

Potential for improved performance lost due to delayed reactions

Solution:

Perch Insights introduced an AI-powered platform that consolidated tele-sales data and provided intelligent, actionable insights and real-time alerts.

Key Features:

Seamless Data Integration

Combined data from Marketing Automation, CRM, dialer, Voice Analytics, chat, and other sources into a single platform

Provided comprehensive view of each customer interaction and agent activity on a daily basis

Enabled visibility intoend-to-end customer journey

AI-Driven Insights

AI agents analyze data to detect variances in KPIs and their root causes

Enabled proactive problem-solving before issues escalate

Proactive Alerts

Real-time notifications on high-priority leads and key points in the customer journey

Ensured agents followed protocol and took immediate action

Results:

0 %

Increase in Conversion Rates

Perch identified points in the customer pipeline where agents weren’t following up on opportunities

AI-driven insights enabled sales leadership to increase adherence to sales protocol

Result: Significant boost in conversion rates

0 %

Reduction in Customer Acquisition Cost (CAC)

Real-time insights alerted the company to issues in several lead channels and contact rates

Timely adjustments significantly improved overall lead generation performance

Result: More efficient use of marketing budget and resources

0 %

Improvement in Prospect Engagement

AI system identified key spots in the contact strategy where prospect interaction was deteriorating

Proactive alerts prompted agents to engage with prospects at critical moments

Result: More frequent and meaningful interactions, leading to increased engagement metrics

Client Testimonial

“Perch Insights’ AI-driven platform has transformed our tele-sales operations. The proactive alerts and real-time insights have empowered our team to close more deals faster and with greater precision. We’ve seen a dramatic improvement in our conversion rates and overall sales and marketing efficiency. The seamless integration with our existing systems made the transition smooth, and the ongoing support from the Perch team has been exceptional.” — VP of Sales

Lessons Learned

01

Proactive > Reactive:

Real-time alerts allow teams to address issues before they become major problems, significantly improving overall performance.

02

Data Integration is Key:

Consolidating data from multiple sources provides a holistic view of the sales process, enabling more informed decision-making.

03

AI Augments Human Expertise:

AI-driven insights significantly enhance human performance leading to superior results compared to either element alone.

04

Continuous Optimization is Crucial:

Regular refinement of data platform and processes ensures the system evolves with changing business needs and market conditions.

Conclusion:

Perch Insights’ AI-powered platform has proven to be a game-changer for tele-sales operations. By providing real-time, actionable insights and proactive alerts, it enables sales teams to work more efficiently and effectively. The significant improvements in conversion rates, cost reduction, and customer engagement demonstrate the power of data-driven, AI-enhanced sales strategies.

Perch Insights

Perch empowers Customer Experience (CX) leaders with data-driven insights to work proactively, leading to progressively better business decisions to maximize LTV:CAC. No other CX, business intelligence, SaaS solution provides actionable insights like Perch:

Perch is the first contact center-focused app using Gen-AI to spot trends and see the root causes of problems and opportunities so that you can drive performance
The best app for accurate and trusted insights for reporting at an executive and granular level for all phases of the customer journey
And only solution that bundles all of this with proactive alerts to see the forest from the trees to increase market share and improve the customer journey

Ready to revolutionize your
tele-sales operation?

Schedule a demo with Perch Insights today and discover how our AI-driven platform can boost your sales performance. Contact us at demo@perchinsights.com to get started.

Explore the Perch Worldstrides Case Study!

Don’t miss out—click now to read more!

7 Steps to Analyze Contact Center Data: A Practical Guide to Actionable Insights

•

September 6, 2025

Analyzing Contact Center data effectively can help you understand your customers deeply, streamline operations, enhance agent performance, and significantly improve …

The Death of Guesswork in Lead Buying: AI-Driven ROI Analysis Without a Dashboard

•

September 4, 2025

If you’ve ever managed a sales funnel fueled by purchased leads, you know the grind: Your team spends big on …

Moving up arrow. Terrace design element. Isometric plates float. Vector illustration, clip art

The Semantic Layer: The Secret Behind “No Dashboards, Just Insights”

•

August 28, 2025

Every business leader has lived this nightmare: You ask for a simple metric—say, Cost per Lead (CPL) or conversion rate …

Setting Contact Center Performance Goals: A Strategic Guide for Modern Leaders

•

August 23, 2025

In a world where customer experience can make or break a brand, contact centers are no longer cost centers—they’re strategic …

From Lead to Lifetime Value: No Dashboards, Just Insights That Drive the Whole Custome Journey

•

August 19, 2025

In today’s hyper-competitive environment, you can’t guide your sales and marketing performance by gut instinct, stitched-together spreadsheets, or lagging dashboards. …

contact-center-agent-improving-productivity

How to Improve Agent Productivity & Quality in Contact Centers: 5 Proven Strategies

•

August 16, 2025

High agent productivity and consistent service quality are essential for call center success—but achieving both simultaneously can be challenging. Striking …

The Power of a Scalable, Real-Time Data Platform in the Contact Center Age

•

May 8, 2025

In today’s hyper-competitive business landscape, contact centers have transformed from cost centers into strategic assets that drive customer acquisition, retention, …

Closeup group of Asian business people meeting discuss project plan and financial results in office. Marketing strategy analysis, stock market trading, financial consultant concept.

Why Domain Expertise Matters: The Difference Between AI Gobbledygook and Actionable Insights into your Customer Journey

•

April 30, 2025

In today’s AI-saturated landscape, every sales and contact center leader has heard the pitch: AI-driven analytics will transform your business, …

AI enhances many workflows, including at call centers

Actually Monitoring Whether AI in the Contact Center is Delivering Real Results?

•

April 17, 2025

In today’s AI-saturated marketplace, contact centers have become innovation hotspots. From real-time speech analytics that prompt agents during calls to …

An agent at a call center smiling and relaxed

6 Data-Driven Strategies to Boost Call Center Agent Productivity

•

April 1, 2025

Why Call Center Productivity Matters More Than Ever Every second wasted in a call center costs money. Whether it’s inefficient …