We’re pleased to announce that on October 22, 2024 SentiSquare won 2nd place in the Technology category in the Czech Contact Center Award (CCCA) competition organised by the ADMEZ association.
The competition’s 11th instalment was announced during the Czech Contact Center Day ceremony at Jazz Dock.
Prizes in the Czech Contact Center Award competition were awarded in three categories: Clients, Technology, and People. SentiSquare received 2nd place in the Technology category, right after the 1st place winner, the Alza and Alzeem multibot. Chairman of the ADMEZ jury, Aleš Hýbner, praised not only the record number of entries but also their high quality (source: MAM.cz).
What was our winning project “How AI from SentiSquare helps manage telesales on B2M.cz” about?
The project aimed to increase operators’ performance on B2M.cz (ePoptávka.cz, 123dopyt.sk, and others) using AI, thus increasing direct sales made by operators in call centres. The goal was to get to know the sales team and receive a general overview of the call centre – to compare operators by their performance, communication style, turn-taking, and argumentation method.
B2M.cz owns the largest inquiry system in the Czech Republic, ePoptávka.cz (and 123dopyt.sk, aaapoptavka.cz, etc.). The B2M.cz call centre sales team makes 100,000 calls per month through 65 operators. They knew the number of calls, their duration, and the number of attempts to connect with the customer, but they weren’t aware of aspects such as operator deployment, efforts to close the order, response to objections, efforts to sell at a higher price, time wasted, or other opportunities for improvement. SentiSquare now analyses calls and helps answer the following questions: What increases the likelihood of a sale? What parts of the call are key? How to measure call quality?
After deploying the SentiSquare No-Code NLP platform, B2M.cz can monitor 100% of all calls made by operators in a given month in real time. The platform allows them to evaluate each agent on each call and recognise how they behaved during the call (what was their turn at the gate, how they argued, how they reacted to objections, how they conducted the dialogue, etc.). Furthermore, the platform creates an idealised model of the agent to serve as inspiration for others, uncover communication issues, link AI results to real-world sales results, predict call success, and quantify and compare all of the above outcomes. It also offers clear dashboards.
Many thanks to the ADMEZ jury for recognising our B2M.cz s.r.o. project “How AI from SentiSquare helps manage telesales on B2M.cz”. At the same time, we’d like to thank Mr. Otto Koci, Director of B2M.cz for his cooperation, vision, and commitment.
Do you want to learn more about how our No-Code Platform helps companies increase efficiency? Contact us via email at info@sentisquare.com or call us at +420 603 402 755.