call monitoring software

July 20, 2018

Retail Banking Sales Case Study: Call Monitoring Software

Without accurate sales data and call monitoring software, Belmont Savings Bank’s revenue goals and overall sales effectiveness were limited.

Since the bank typically converts 80% of its business from face-to-face meetings, it needed to ensure that its bankers were effective and competent on the phone to drive branch traffic. Belmont’s Universal Banker method, in which bankers adopt a consultative and customer-centric approach when engaging with their prospect and client base, requires bankers to reach a total of five contacts live on the phone each day. However, the bank had no real insight into the actual sales effectiveness of each call, such as call length and outcome. The bankers would track their calls in an Excel document, and then managers and executives would analyze the calling activity data. This manual system was not only time consuming but led to frequent miscalculations and inaccuracies due to human error. Belmont realized that without accurate call monitoring data to rely on, its sales strategy and overall effectiveness was limited. As a result, Belmont needed a sales effectiveness solution that would streamline its process while also establishing data-driven best practices to hold managers and bankers accountable for their performance. Gryphon’s Sales Intelligence platform was selected to help address this challenge.