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The Challenge
32,000 dealers enjoy the pro-active sales of mobile.de. The top internal sales force is provided by four different service providers in Germany. Sales Manager Matthias Schmidt and his team nevertheless always have an eye on all the data and all the developments: Quantitative (KPIs) AND qualitative (customer satisfaction). The findings from the language analysis should refine the campaigns and improve sales. And all this at the same personnel costs.
The Solution
The conduct of conversations could be optimised through the use of language analysis. It is quite easy, for example, to find negative or taboo words in order to conduct targeted coaching sessions and optimise the employees' choice of words.
By using VIER Interaction Analytics, mobile.de can check the quality of almost all telephone conversations: The review rate increased from 3% to 95% with the same amount of staff! This gives mobile.de the necessary security to be able to manage its sales partners correctly not only quantitatively, but also qualitatively.
Customer Voice: Matthias Schmidt, Head of Sales, mobile.de
Customer Voice: Matthias Schmidt
Matthias Schmidt, Head of Sales at mobile.de, explains in his 9-minute presentation how he was able to optimise his sales thanks to speech analysis and how the conversations of his employees became more effective. Watch the recording now and see how modern technology can support you in sales.
Customer Voice: Matthias Schmidt
Matthias Schmidt, Head of Sales at mobile.de, explains in his 9-minute presentation how he was able to optimise his sales thanks to speech analysis and how the conversations of his employees became more effective. Watch the recording now and see how modern technology can support you in sales.
About mobile.de
With more than 1.5 million cars, commercial vehicles and motocycles advertised, mobile.de offers the largest range of vehicles for buying and selling in Germany (source: CAR-Institut).
In addition to the German market leader mobile.de, Europe's largest car community MOTOR-TALK belongs to mobile.de GmbH as well.
Together, the two platforms reach around 16 million unique users (source: AGOF digital facts 2019-06). Founded in 1996, the company employs 290 people at two locations and is a subsidiary of the eBay Classifieds Group.
Mobile.de users include both private customers and around 42,000 registered car dealers, while MOTOR-TALK has over 2.9 million registered users.