How TripleTen Leveraged Glyphic AI to Optimize Conversations, Compliance, and Conversions

Since 2019, TripleTen has been helping transform lives with online tech bootcamps aimed to help their students transition to a new career. TripleTen attracts inbound requests from prospective students to their sales team through their online ads, career personality quiz, blog articles, and mobile app.

Effectively analyzing these sales conversations and leveraging the insights was a major challenge for TripleTen prior to implementing Glyphic AI.

"We weren't able to listen all our calls"

Before Glyphic, TripleTen faced several key hurdles in optimizing their sales process, according to Nuta Blinicheva, TripleTen's Senior Growth Product Manager overseeing marketing and sales operations. First, they had no efficient way to review and analyze most of their sales calls to understand overall call quality and identify coaching opportunities for individual reps. Nuta estimated they could only manually listen to around 5% of calls previously.

Additionally, Tripleten’s Acquisition teamhad no visibility into the actual sales conversations happening with the leads they generated from various campaigns. This made it extremely difficult to evaluate the quality of different lead sources and make decisions based on numbers and quality feedback about leads together. .

Finally, in the wake of the Bloomtech incident where the education company was penalized for misleading statements made during sales calls, TripleTen needed a way to systematically ensure compliance in their own conversations. However, they had no process to effectively track whether sales reps were making any problematic statements.

"Glyphic was the most balanced cost and value"  

To address these challenges, Nuta and her team evaluated eight different conversation intelligence solutions before selecting Glyphic AI. A few key factors influenced their decision:

• Glyphic offered native integration with TripleTen's HubSpot CRM, allowing call data to automatically sync without any custom integration work
• Unlike some alternatives limited to just keyword tracking, Glyphic could provide true context analysis customized to TripleTen's needs
• The implementation process with Glyphic was extremely fast and simple  
• Glyphic's pricing was well-balanced compared to competitors' offerings

"The speed of integration surprised me a lot because we just met do the 30 minutes call and everything was integrated."

"This was a game-changer for my team," said Nuta. "The integration, customizability, and quick value made Glyphic the clear choice for us."

Validating the Coaching Framework

One of the most valuable insights Glyphic provided was validating that TripleTen's existing call evaluation rubric and quality scoring system was predictive of actual conversions. "We had this hunch that higher quality calls were converting better, but Glyphic allowed us to prove it with data," Blinicheva said. "Calls scoring over 80 on our framework had double the conversion rate."

This finally allowed them to precisely quantify the revenue impact of improving call quality and rep performance. Using Glyphic's automated scoring, they could pinpoint which reps and which skills to focus coaching efforts on for maximum ROI.

Nuta noted another key benefit: "Our reps are highly motivated now that they can see their own scores automatically after each call. They're empowered to self-critique and continuously improve."

Use Cases and Impact  

"We finally have full visibility into our sales conversations"

Since implementing Glyphic, TripleTen has leveraged the solution for multiple key use cases across Marketing, Sales and Growth teams:

1. Call scoring based on a customized quality rubric, allowing them to pinpoint specific coaching needs for individual sales reps. This has enabled far more targeted coaching compared to previously.

2. Sharing automated call insights and scoring with the marketing team, giving them visibility into lead quality for precise campaign optimization.

3. Tracking specific phrases and language during calls to ensure compliance and avoid any misleading statements that could lead to risks like the Bloomtech situation.

4. Allowing the product team to search calls for voice-of-customer insights at scale to improve offerings and positioning.

5. Streamlining internal coaching by sharing relevant call snippets and timestamps, rather than full recordings.

The impact has been significant across TripleTen's teams. TripleTen has established a clear correlation between Glyphic's call quality scoring and actual conversion rates. They've saved the acquisition team an estimated 150+ hours per month by eliminating manual call reviews. And perhaps most importantly, they finally have full visibility into compliance risk around any potentially misleading language.

"It's been transformative"

"Glyphic has been a game-changer for our sales operations," said Blinicheva. "We finally have full visibility into our sales conversations and the insights to continuously improve across multiple fronts - coaching, compliance, offering optimization, lead quality, and more. It's been transformative for all Sales, Marketing and Growth teams."