How Yopa improved its home visits and set rates by 8% using Enthu.AI?
Yopa, a leading UK estate agency, offers full services for a fixed fee, combining local agents with innovative technology for a seamless home-selling experience.
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.
They wanted to ensure frontline agents are aligned, efficient and able to set more home viewings with the prospects.
Phone agents at Yopa work in a hybrid mode, and the company was looking for a speech analytics provider that can not only generate conversation insights but also help in better workflow management and coordination amongst the remote team.
The outcome
By leveraging Enthu.AI, Yopa identified key conversation trends that enabled their top agents to book 30% more viewings compared to their average counterparts.
Armed with these valuable insights, Yopa revamped their agent coaching strategies, leading to an impressive 8% increase in home viewings in over just six months, all without altering their frontline team.
Moreover, Yopa’s innovative daily team huddles for agents saw a significant efficiency boost. Enthu.AI streamlined the coordination process for these huddles by 80%, allowing the team to focus more on implementing improvements rather than searching for the right information for playback and coaching.
Background
#Yopa’s Quest for the Perfect Speech Analytics Solution
Yopa was well aware of the transformative potential of speech analytics, having previously partnered with two leading industry vendors. However, Yopa’s experience had fallen short of what was promised.
In early 2023, Alex McConville, Head of Central Sales at Yopa, sought a new speech analytics provider to meet his specific needs, the top 3 being mentioned below:-
- Actionable agent improvement insights: Enhancing team performance without straining the budget.
- Swift implementation: Achieving full deployment in under two weeks, a stark contrast to the six-month cycles experienced previously.
- Exceptional support: Receiving timely, responsive assistance, a far cry from the delayed and unhelpful support of the past.
Certain that his demands were reasonable, Alex’s search led him to discover Enthu.AI.
Initial challenges
Pulling recordings out from the dialer and selecting the right calls was such a painful task.” – quipped Alex. “Worse, my visibility was always limited to the calls my team has reviewed.
There was always a need to “listen to more recordings” so that we could dig further into the agent’s performance, but time was always the limiting factor.”
The quality auditing process at Yopa was random and undocumented – thereby having no real proof of agent improvement areas; except the hope that the agent was moving in the right direction.
“Trust is an important component while dealing with humans.
And it’s a 2 -way journey: the agent needs to trust the system & the process while the company needs to trust the agent.
Data results in better visibility and that builds an all round trust. That’s what we wanted to achieve by implementing a speech analytics software”, marks Alex.
Enthu.AI provided Yopa with the visibility, insights and the structure that was missing, resulting in increased trust across the team.
Enthu.AI Implementation
What sets Yopa apart is their unwavering commitment to coaching all the agents, not just the ones in need of an improvement.
This approach mirrors the training regimen of the top athletes – and everyone benefits from this continuous coaching.
And that’s where Enthu.AI fits in, enabling Yopa not just generate agent improvement insights but also seamlessly collaborate within the teams.
And Alex and his team are in love with Enthu.AI.
‘What I like the most about Enthu.AI is its easy and simple interface. All my 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, “ remarks Wayne, the Sales Team Leader at Yopa.
From Alex’s perspective, he need not be time dependent now when it comes to coaching.
Adoption Journey
Enthu.AI has equipped Alex and his team to build a structured approach to their coaching program.
As already noted, Yopa is a big proponent of continuous coaching for all their agents.
Each day starts with a coaching team huddle wherein the Sales Team Lead identifies a conversation within Enthu.AI and the entire team then listens and reviews that conversation.
This quickly converts into a discussion where individual agents note the good parts and the improvement areas within the conversation, resulting in an active coaching for all the members.
Sales Team Leads then supplement this active coaching with passive coachings by reviewing calls for the bottom cohort of the agents within Enthu.AI & giving them pointed feedback through the platform. >
“Before Enthu.AI, most of the effort was consumed towards juggling across recordings, spreadsheets and emails. Enthu.AI saves significant time for us when it comes to delivering the coaching sessions,” shares Alex.
Continuous agent coaching: The backbone of Yopa
“Alex emphasizes Yopa’s dedication to agent development. He notes, “Our organizational culture is built on collaborative learning, healthy competition, and mentorship.
By implementing Enthu.AI, we’ve significantly enhanced these core values and practices.”
“Our sales operations now rely heavily on Enthu.AI. This tool has proven to be an essential method for leveraging data to enhance our agents’ effectiveness.”
“Enthu.AI’s team goes above and beyond, offering exceptional support and responsiveness.
“Their engagement extends beyond their product – the founders and product managers have been open to in-depth discussions about various AI topics, even those unrelated to Enthu.”
“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.