Allied Global BPO

Increase sales by 37%!

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Allied Global engaged Lucency to increase sales conversion rates, decrease the average handle time within their call center, and differentiate within their competitor landscape. Lucency delivered stellar results for all goals, while also reducing overall agent attrition rates.

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Allied Global's Mission

Allied global is a Business Process Outsourcer (BPO) providing an array of solutions for clients looking to outsource contact center operations. International companies rely heavily on Allied Global, a proven industry expert, for specialized contact center expertise.

"Brands typically partner with us to tap both our excellent staff and our lower cost structure. We help them achieve their goals while becoming more cost efficient.”

-Manuel Gordo, CEO at Allied Global

Allied Global began operations in 2005 in Guatemala city with only a 50 seat center and has now grown to over 5,000 seats and 7,000 employees in four contries and 20 locations.

Allied Global, with years of experience and success, must continually innovate to differentiate itself from other BPO competitors. This drive for innovation lead Allied Global to implement Lucency’s cutting-edge platform to create differention in the marketplace. According to Mr. Gordo, the company needed a way to increase revenues while simultaneously providing a unique and differentiated experience for each of their clients.

The Challenge

Allied Global had two main objectives in implementing the Lucency platform. First, it wanted to increase conversion rate for its clients. Pairing Allied Global’s robust training, coaching, and sales development programs with a proven technology would take conversion rates to the next level. Allied Global was seeking a 10% increase in conversion rates.

Secondly, Allied Global wanted to decrease overall call handle time. Average handle time (AHT is a critical metric for Allied Global’s clients , and the lower the average handle time per call, the more calls each agent can handle per hour. Allied Global’s extensive agent training maximized agent’s time and empathetic abilities, but agents still needed more help. Allied Global was seeking a 5% decrease in average handle time.

The Resolution

In a joint effort with Allied Globals’s largest inbound sales clients, both companies implemented the Lucency platform across customer websites, existing telephony platforms, and the sales agent’s CRM. The Lucency technology collects data points from the customer’s online website journey and transfers that CONTEXT information directly to the sales agent CRM in real-time.

Sales agents now begin the conversation right where the caller left off online and receive full visibility into the context and intent of the caller. Additionally, custom machine learning (ML) generated INTENT scores are utilized within the existing telephony platform. These scores give the telephony platform never before access to digital journey data to prioritize and route calls to the highest performing queues and agents.

One of the most significant factors in any sale is trust. Commenting on the power of the Lucency technology in building trust with customers, Mr. Gordo stated,

“We can see what a customer was actually looking at online and then pass that info along to our sales team through our CRM. Since our clients are not beginning their online conversation over again, they feel like our clients take over where they left off. It ensures the continuity of the customer experience from their first website visit all the way through the call.”

Average Handle Time

"Lucency gives your top performers confidence—even if you're a rookie, you sound like an expert."

By utilizing the customer information that Lucency provides, the Allied Global sales team’s conversion rate increased by 37%. Conversion rates increase as a result of an agent knowing what a customer is looking at on the web before they call in, allowing the agent to skip discovery questions about the client’s needs and wants. The agent can quickly pick up where the client left off online. Additionally, Lucency technology also helped Allied Global to reduce AHT by 64 seconds, well over the 5% goal.

In addition to Lucency helping Allied Global reach its conversion and AHT goals, there was a side effect that surprised company management. The attrition for the sales account decreased dramatically. By using Lucency, training and overall account employee annualized turnover decreased by 56% in new hire training and 28% overall compared to all other sales accounts. Allied Global training team had this to say about the effects of Lucency on their new hire agents.

"Lucency gives your top performers confidence—even if you're a rookie, you sound like an expert."

"Lucency is the tool to make you a sales expert in a shorter time period."

"It allows you to read your customer's mind, enabling a trust relationship from the very beginning"

Pablo Andrade, Allied Global Account Manager, said this about Lucency, From my perspective, Lucency is a key tool to help our agents reduce the anxiety of not knowing what your customer wants. We now have a solid idea about the customers online search and activity. It also reduces the learning curve so we can set our focus on training sales process and skills.

The Future

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Allied Global states on their company website, “We are commited to being the best partener to our clients by providing solutions they need with outstanding results, complying with all regulations and implemenmting the best technology solutions at the most competitive price. We are dedicated to exceeding clients goals at all levels, with integrity that will foster continued long-term client relationships.”

As such, the next step for Allied Global success is to work with its partners to implement Lucency across all accounts. Mr. Gordo said, “by being an integration partner of lucency, we can provide an enhancement to our services for all of our clients. We are excited to 7work with all partners, not just sales, to use Lucency to achieve similar results.”

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