Claro Brazil Improves Sales Conversions, Increases Net Promoter Score, and Reduces Complaints with Verint

Solution

As part of its goal to improve sales, while continuing to deliver superior customer experience, Claro turned to Verint Speech Analytics. The best-of-breed business analytics solution is a foundational element in the company’s customer-centric vision and strategy, amplifying the voice of the customer and transforming how it does business.

Verint Speech Analytics fuels Claro’s understanding of customer needs by providing it with greater optimization and agility in its call analysis process, transcription volume, and data analysis. Overall, Claro’s sophisticated speech analytics deployment encompasses 150 call categories and 40 to 60 call studies a year.

At a transactional level, Verint Speech Analytics helps Claro verify that employees are handling calls correctly, following all relevant processes, presenting products and commercial conditions assertively, and meeting all mandatory compliance indicators. Beyond effectively evaluating employee performance and sales quality, Claro uses insights from Verint Speech Analytics at a macro level to deliver more effective team training, address gaps in sales conversion, and increase both sales volume and customer satisfaction metrics.

As Claro became more proficient with and evolved its use of Verint Speech Analytics, it embraced AI to enhance its data, insights, and large-scale analyses. With Verint Exact Transcription Bot, the company took its call analysis accuracy to a new level. Enabling it to understand customer demands more efficiently and better assist salespeople in comprehending and applying processes during interactions, the Verint Da Vinci AI-Powered Bot is helping Claro make sales calls faster, more agile, and more precise. In addition, with even more accurate data and insights due to elevated transcription accuracy, it can deliver more effective personalization via new strategies for products, offers, marketing, and communications.

Benefits

Not only has Verint Speech Analytics been crucial to improving customer experience and satisfaction, but it’s also had a significant impact on Claro’s sales organization. With the insights uncovered and actioned, Claro can help guide more productive and consultative sales engagements between its sales force and customers.

Overall, Verint Speech Analytics is helping Claro:

• Ensure customers clearly understand available options so they can select the best service for their needs.
• Understand how employees are verbalizing sales offers to minimize confusion during the sales process.
• Make the customer onboarding (post-sales) process more fail-safe – ensuring customers are up and running quickly on their selected services, reducing customer frustration and, as a result, repeat calls, and minimizing customer churn.
• Ensure proper compliance statements are communicated to customers during calls.
• Capitalize on best-practice sales approaches for new product launches.

“Verint Speech Analytics, and now Verint Exact Transcription Bot, are crucial technologies to support our sales organization,” says Daniela Siani Paschoal, Commercial Transformation Manager at Claro Brazil. “They enable us to accurately and effectively identify critical elements during sales calls to guarantee compliance, ensure sales best practices are being applied, and verify that the customer experience is evolving alongside the sales process.”

The results speak for themselves. Between the second half of 2023 and first half of 2024, Claro improved sales conversions by seven percent across its remote sales partners connected to Verint Speech Analytics, roughly doubling its previous sales conversion rate. Meanwhile, the company improved its Transactional Net Promoter Score (TNPS) by 14 points, a 1.5x improvement. Additionally, it achieved a 22 percent reduction in customer complaints with regulatory agencies such as to ANATEL, the regulating body for telecommunications service providers in Brazil.