Marchex Introduces Agent Behaviors
Marchex’s Agent Behaviors solution helps sales leaders shift from reactive performance management to strategic, data-driven coaching to improve agent performance and sales execution.
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Marchex, Inc., has launched Agent Behaviors, a new solution that delivers detailed agent performance analysis and recommendations to help franchises, dealers, and other organisations book more appointments, increase sales, and improve customer satisfaction.
Agent performance has a direct impact on whether customer conversations convert into booked appointments and positive experiences. According to Marchex analysis, agents who demonstrated exemplary behavioural competencies achieve significantly higher appointment rates than those with lower ratings.
For many organisations, agent performance has traditionally been difficult to measure at scale. Without granular data, agent coaching remains relatively generic and performance issues surface too late to address.
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Marchex’s Agent Behaviors solution offers a scalable alternative to traditional coaching and quality assurance methods and provides a leading indicator for business leaders to identify performance issues before appointment rates or customer satisfaction scores are adversely impacted.
As organisations place heightened emphasis on converting inbound leads and delivering enhanced customer experience, gaining insight into the dynamics of customer conversations is essential.
Agent Behaviors enables organisations to pinpoint actions that impact whether a conversation leads to a scheduled appointment or results in a missed opportunity.
“Each customer interaction reveals valuable indicators of what influences conversions and overall customer satisfaction,” said Troy Hartless, President and CRO of Marchex.
“Marchex’s Agent Behaviors solution enables organisations to pinpoint the actions that contribute to improved appointment setting and favourable customer results, equipping managers with the insight necessary to guide agents effectively and enhance sales performance across the organisation.”
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By leveraging automated behavioural scoring alongside integrated analytics, Marchex’s Agent Behaviors solution helps sales leaders shift from reactive performance management to strategic, data-driven coaching to improve agent performance and sales execution.
Marchex’s Agent Behaviors solution is available in the Marchex Engage Platform.
