Our client is a leading resource for matching the best real estate agent to a buyer or seller. They apply statistical data analysis and machine learning methods to predict which Real Estate Agents will bring the most experience, expertise and negotiating power to a client’s home transaction.
The result:
A list of the best agents personalized to your needs.
Challenge
The Client did not have an adequate quality assurance program thus unable to provide developmental feedback to sales agents on the quality of customer interactions which could be used to drive improvements and results.
The need for a partner to manage a quality assurance program and provide analysis and feedback on their sales consultants. They wanted to build a team and maintain a quality program that was focused on not only reviewing agent-level performance but also providing program level data to help improve business processes.
Solution and Results
Developed their Quality Assurance program
Performing 8 audits per sales consultant per week plus 2-4 audits for the top and bottom two-outlier agents per week.
Identified and correlated the most impactful agent behaviours, creating a zero tolerance policy from insights.
Creation of a high-level process map to be used as foundation for understanding the QA process.
Developed a QA process and the Voice of the Customer, driving agent performance and effectiveness.
Ongoing feedback resulted in 4% improvement in Sales and identified a New Source of Revenue through data analysis with an average value of $150,000
