An online bullion dealer recovered 10% of lost revenue by monitoring more than 5,000 sales calls a day with AI.
One of Europe's largest online bullion dealers had too many call centre drop-offs, and thousands of qualified sales calls slipped away each month.
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The results
Figures describe the call monitoring system as published on pushgroup.co.uk.
- 10%Of lost revenue recoveredAn online bullion dealer
- 500Sales calls recovered per dayAn online bullion dealer
- 5,000+Calls a day monitored, in 10 minutesAn online bullion dealer
- 30,000Insights generated dailyAn online bullion dealer
The challenge.
The dealer received a high volume of qualified sales calls, yet too many ended without a sale. Missed revenue, unused sales capacity and a risk to customer satisfaction followed.
It needed a way to analyse a very large number of calls, spot the missed opportunities and give its team something to act on.
- Client
- An online bullion dealer
- Sector
- Bullion, call centre sales
- Work
- AI
What PUSH did.
PUSH built an AI call monitoring system that processed more than 5,000 calls a day. Six trained models summarised, categorised, scored and assessed the sentiment of each call.
Calls were flagged for review when they showed poor service, signs of fraud or compliance problems. Senior staff received an instant alert when a call looked like a high-value sale, so they could step in while it still counted.
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Results differ by account. The stories above are what happened for those clients.
