Contact Center Purchase Intent Drivers
Previously, we also explored the relationship of specific sales and service behaviors to purchase intent.
Cross Tabulation By Purchase Intent
| Greeting | Increased Purch Intent | Decreased Purch Intent |
| Greet by identifying the name of the institution | 99% | 97% |
| Greet by identifying themselves | 100% | 97% |
| Ask name | 78% | 71% |
| Ask how they could assist | 100% | 98% |
| Hold | Increased Purch Intent | Decreased Purch Intent |
| Ask permission to be placed on hold first | 85% | 73% |
| Give the reason for being placed on hold | 100% | 88% |
| Give an estimate of how long you would be on hold | 56% | 27% |
| If the actual hold time exceeded the estimate, representative returned to the call to of the status | 88% | 50% |
| Thank for holding upon returning | 96% | 81% |
| Transfer | Increased Purch Intent | Decreased Purch Intent |
| Explain the reason for the transfer | 99% | 98% |
| Ask permission to transfer | 84% | 65% |
| Stay on the line until the transfer was answered by another representative | 53% | 33% |
| If hold time exceeded 60 seconds, return to explain delay and ask if you want to continue to hold. | 35% | 7% |
| Service | Increased Purch Intent | Decreased Purch Intent |
| Listen attentively | 100% | 88% |
| Use name at least once during the call | 66% | 44% |
| Use proper grammar | 11% | 96% |
| Speak clearly | 98% | 72% |
| Allow customer to speak first and finish your thought | 99% | 93% |
| Clarify all requests prior to processing the transaction | 100% | 80% |
| Maintain a friendly demeanor and pleasant voice throughout the call | 100% | 91% |
| Describe products or services in a manner that was easy to understand | 100% | 70% |
| Suggest additional products and/or services | 71% | 34% |
| Avoid bank jargon or other technical financial terms | 100% | 95% |
| Ask for business | 88% | 47% |
| Conclusion | Increased Purch Intent | Decreased Purch Intent |
| Thank for calling | 98% | 92% |
| Ask how else they could assist | 95% | 65% |
| Thank for choosing the institution | 92% | 66% |
| Mean Attribute Ratings | Increased Purch Intent | Decreased Purch Intent |
| Job knowledge | 4.9 | 4.0 |
| Friendliness/Courtesy | 4.9 | 4.3 |
| Interest in Helping | 4.9 | 3.8 |
| Explaining products in understandable terms | 5.0 | 3.9 |
| Level of confidence in the representative | 4.9 | 3.2 |
| Valuing as a customer | 4.9 | 3.5 |
| Professionalism | 4.9 | 4.0 |
Kinesis CEM 
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