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Honey Group
AI-powered speech analytics enhances call centre performance and compliance
Honey Group wanted to improve call outcomes, agent performance, and compliance. The needed to review all calls to boost conversion rates and provide better training insights without significantly expanding the Quality Control team.
They implemented Spokn AI by MaxContact, gaining insights into agent performance and call topics, identifying training needs, optimising operations, and automatically reviewing 100% of conversations.
Meet Honey Group
The Honey Group offers expert advice in estate planning, wealth management, and the complicated legalities of later life planning, empowering customers to enjoy their lives, with the future safely in hand.
The contact centre team of 40+ books appointments for field sales consultants who provide estate planning services to clients. Honey Group has experienced significant growth, expanding from a small team of 10 people in the call centre to its current size.
We spoke to call centre manager Karl Burke to learn more about how Spokn AI by MaxContact has been the right partner for the next level of The Honey Group’s evolution.
The Challenge: Improving Call Quality and Agent Performance
Honey Group agents spend a significant amount of time booking appointments for sales field consultants and handling customer enquiries. As a growing company, it became more time-consuming to maintain high standards of call quality and ensure compliance with industry regulations.
The company’s Quality Control team was only able to review a fraction of the calls, leaving potential areas for improvement unaddressed. Honey Group recognised that to continue growing and maintain their high standards, they needed a more comprehensive solution for monitoring and improving agent performance and call quality.
“We have a few different departments in the business,” explains Karl. “Our appointment booking side, direct sales for internal sales, and our probate department. We needed a way to get more insight into all these areas.”
The company needed a solution that would provide deeper insights into their calls, help them identify areas for improvement, and ensure compliance with industry regulations.
As a business, we are very committed to AI and the value it brings. We've found a lot of use in Spokn AI, the speech transcription and summarisation feature has been a massive help.
Karl Burke, Contact Centre Manager
The Solution: Spokn AI by MaxContact –
Speech Analytics for Conversation Insights
Honey Group implemented Spokn AI by MaxContact to address these challenges. The platform provides call transcription, summaries, topic identification and sentiment analysis capabilities.
“Things like automatic speech transcription have been a massive help,” says Karl. “Our Commercial Director is very interested in the call summary it produces. It may remove our need for the sales team to fill out forms manually, saving us time and improving efficiency.”
The system allows Honey Group to analyse a much larger volume of calls, providing insights that were previously impossible to obtain manually. It also helps identify potential compliance issues, such as inappropriate mentions of sensitive topics.
Spokn AI will absolutely revolutionise the way we approach sales training and people's individual performance.
Karl Burke, Contact Centre Manager
Results: Enhanced Insights and Improved Performance
The implementation of MaxContact Spokn AI has provided Honey Group with valuable tools to improve their call centre operations:
“Our biggest thing for implementing Spokn AI is improving sales conversions,” Karl explains. “It’s about how can we take conversion from 1 in 16 calls to 1 in 15.”
“They held out hand all the way through, made sure we were happy with everything, and helped us build the custom reports we needed.”
“Spokn AI will absolutely revolutionise the way we approach sales training and people’s individual performance,” says Karl.
Spokn AI has allowed Honey Legal to:
-Improve quality control by reviewing more calls efficiently
-Tailor training programmes more effectively by identifying specific areas where agents excel or struggle
-Enhance compliance monitoring by quickly identifying potential issues
-Increase conversion potential by analysing successful calls and identifying best practices
Future plans: Expanding AI capabilities
Honey Group is committed to embracing AI technology to enhance their operations further. They’re particularly interested in upcoming features such as real-time analytics, enhanced objection handling analysis, and integration with their CRM system to provide a comprehensive view of customer interactions.
“As a business, we are very interested and committed to AI,” Karl emphasises. “We are looking at what we can add, not what we can replace.”
With MaxContact Spokn AI, Honey Group is well-positioned to continue improving their call centre performance, ensuring high-quality customer interactions and maintaining compliance in an ever-evolving regulatory landscape.
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