Yopa used Enthu.AI to boost home view bookings and lifted set rates by 8% in just six months.
Yopa is one of the UK’s leading hybrid estate agencies, blending tech and human expertise to make property transactions smarter and faster.
agent performance
Coaching time
rates
The challenge
Yopa, one of the top 3 hybrid estate agencies in the UK, needed to streamline its home viewing booking process while effectively answering new client inquiries.
Here are some challenges their frontline sales team was facing:-
- Yopa call center agents were handling a high volume of homeowner inquiries, but conversion into actual home viewings lagged behind expectations.
- Floor managers were struggling with limited visibility into agent conversations, making it hard to coach consistently.
- Daily huddles and performance reviews required too much manual effort, slowing down sales team improvement.
The outcome
With Enthu.AI, Yopa unlocked key conversation insights that helped top agents book 30% more viewings than the average.
These insights reshaped Yopa’s coaching strategy, driving an 8% uplift in overall home viewings within six months - all without adding a single new agent.
Daily team huddles also became dramatically more efficient. Enthu.AI streamlined playback and coordination, cutting prep time by 80% and freeing managers to focus on action and improvement instead of admin.
The Background
Yopa knew the promise of speech analytics - having already tried two leading industry vendors. But the reality had fallen short.
In early 2023, Alex McConville, Head of Central Sales, set out to find a solution that truly delivered. His priorities were clear:
- Actionable insights for agent improvement: to boost performance without inflating costs.
- Rapid rollout: full deployment in weeks, not the six-month cycles they’d endured before with “leading industry vendors”.
- Responsive support: fast, helpful assistance instead of delays and dead ends.
Convinced these were reasonable demands, Alex’s search led him to Enthu.AI.
Building a culture of Trust
“Before Enthu.AI, pulling recordings out from the dialer and selecting the right calls was such a painful task,” recalls Alex. “Worse, my visibility was always limited to the handful of calls my team managed to review.”
The reality: Yopa’s quality audits were random, undocumented, and time-starved.
Managers constantly wanted to “listen to more recordings” to dig deeper into agent performance - but there simply weren’t enough hours in the day.
This lack of structure created another problem: trust.
- Agents weren’t confident the process was fair.
- Managers couldn’t be sure performance was truly improving.
“Trust is a two-way journey,” Alex explains. “Agents need to trust the system, while the company needs to trust the agent. Data creates visibility, and visibility builds trust. That’s what we wanted to achieve with speech analytics.”
Enthu.AI delivered exactly that - visibility, insights, and structure - giving Yopa’s team a foundation of trust that transformed the way they coached and improved performance.
Enthu.AI Implementation
What makes Yopa stand out is their commitment to coach every agent - not just the ones struggling. It’s the same philosophy top athletes follow: continuous training lifts the entire team..
That’s where Enthu.AI comes in, turning insights into structured, collaborative coaching sessions.
The platform made it simple for managers to spot performance trends, share feedback instantly, and keep coaching consistent across the board.
The team quickly embraced it.
“What I like the most about Enthu.AI is its easy and simple interface. All the calls are displayed in front of me, and the search filters make it easy to route to meaningful conversations without spending much effort. I can review calls and share feedback instantly with my agents.” - Wayne, Sales Team Leader, Yopa
For Alex, the biggest win was freedom.
Coaching was no longer tied to his schedule - Enthu.AI ensured insights and conversations were always at hand, ready to fuel improvement anytime.
Adoption Journey
At Yopa, coaching isn’t an afterthought - it’s the heartbeat of their sales culture.
Alex McConville and his team believe that every agent deserves continuous coaching, not just the ones falling behind.
That belief shows up in their daily routine. Each morning begins with a team huddle where the Sales Team Lead brings one conversation to the table. Together, the whole team listens, debates what worked, and shares where improvements can be made.
It’s collaborative. It’s open. And it turns coaching into a shared experience instead of a top-down review.
For new agents, these sessions build confidence. For seasoned performers, they sharpen instincts and spark healthy competition. The result is a culture where learning never stops.
“Before, most of our effort went into juggling recordings, spreadsheets, and emails. Now, we can spend that time actually coaching and helping our agents grow.”, says Alex.
Alex’s team didn’t stop at group coaching. Sales Team Leads also review individual calls from newer or struggling agents, offering precise, constructive feedback. It’s personal, actionable, and always tied back to real conversations.
This structured approach has become a cornerstone of Yopa’s culture.
“Our organization thrives on collaborative learning, mentorship, and healthy competition. Over the past year, we’ve been able to double down on those values and embed them into how we operate every single day.”, quips Alex.
And what stands out most? The trust Alex has built within his team. Agents know the process is fair, transparent, and designed to help them succeed.
“We rely heavily on data now to coach better and build trust across the team. It’s transformed how we grow together.”, Alex.
Behind it all, Enthu.AI played a supporting role: helping Alex and his team put their vision into practice. But the real story is how Yopa’s people-first approach turned coaching into their competitive edge.
“You can pick Enthu.AI in a few hours, unlike our previous speech analytics partner that took 6 months to configure.”
Alex McConville
Head of Central Sales
What next?
Replicate similar results for your business. Get started with Enthu.AI today.