Who:
- Honey Group, an estate planning and legal services company
- Contact centre with 40+ staff
- Booking appointments for 90+ active sales consultants
What:
- Needed to improve call outcomes, agent performance, and compliance monitoring
- Wanted to review all calls without the need to dramatically increase the size of the Quality Control team
- Wanted to enhance call success conversion rates and provide better insights for training and development
Outcome:
- Implemented Conversation Analytics by MaxContact for speech analytics and call transcription
- Gained valuable insights into agent performance and call topics
- Improved ability to identify training needs and optimise call centre operations
- Gained ability to review 100% of conversations automatically
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The Honey Group offers expert advice in estate planning, wealth management, and the complicated legalities of later life planning, empowering customers to enjoy their lives, with the future safely in hand.
The contact centre team of 40+ books appointments for field sales consultants who provide estate planning services to clients. Honey Group has experienced significant growth, expanding from a small team of 10 people in the call centre to its current size.
We spoke to call centre manager Karl Burke to learn more about how Conversation Analytics by MaxContact has been the right partner for the next level of The Honey Group’s evolution.
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Honey Group agents spend a significant amount of time booking appointments for sales field consultants and handling customer enquiries. As a growing company, it became more time-consuming to maintain high standards of call quality and ensure compliance with industry regulations.
The company's Quality Control team was only able to review a fraction of the calls, leaving potential areas for improvement unaddressed. Honey Group recognised that to continue growing and maintain their high standards, they needed a more comprehensive solution for monitoring and improving agent performance and call quality.
"We have a few different departments in the business," explains Karl. "Our appointment booking side, direct sales for internal sales, and our probate department. We needed a way to get more insight into all these areas."
The company needed a solution that would provide deeper insights into their calls, help them identify areas for improvement, and ensure compliance with industry regulations.
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Honey Group implemented Conversation Analytics by MaxContact to address these challenges. The platform provides call transcription, summaries, topic identification and sentiment analysis capabilities.
“Things like automatic speech transcription have been a massive help," says Karl. "Our Commercial Director is very interested in the call summary it produces. It may remove our need for the sales team to fill out forms manually, saving us time and improving efficiency.”
The system allows Honey Group to analyse a much larger volume of calls, providing insights that were previously impossible to obtain manually. It also helps identify potential compliance issues, such as inappropriate mentions of sensitive topics.
"As a business, we are very committed to AI and the value it brings. We've found a lot of use in Conversation Analytics, the speech transcription and summarisation feature has been a massive help.”
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The implementation of MaxContact Conversation Analytics has provided Honey Group with valuable tools to improve their call centre operations:
"Our biggest thing for implementing Conversation Analytics is improving sales conversions," Karl explains. "It’s about how can we take conversion from 1 in 16 calls to 1 in 15."
Conversation Analytics has allowed Honey Legal to:
- Improve quality control by reviewing more calls efficiently
- Tailor training programmes more effectively by identifying specific areas where agents excel or struggle
- Enhance compliance monitoring by quickly identifying potential issues
- Increase conversion potential by analysing successful calls and identifying best practices
"Conversation Analytics will absolutely revolutionise the way we approach sales training and people's individual performance," says Karl.
While it's still early days, Honey Group is already seeing the benefits of the system and is excited about its potential to drive further improvements in their call centre operations.
“Conversation Analytics will absolutely revolutionise the way we approach sales training and people's individual performance."
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const $progress = document.getElementById('progress-bar');
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const caseStudySection = document.querySelector('.case_studies-sections');
if (!caseStudySection) return [];
return Array.from(caseStudySection.querySelectorAll('.text-rich-text'));
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onScroll();
window.addEventListener('scroll', onScroll, { passive: true });
window.addEventListener('resize', () => { measure(); onScroll(); });
// Watch for changes in all articles
const mo = new MutationObserver(() => { computeReadingTime(); measure(); onScroll(); });
$articles.forEach($article => {
mo.observe($article, { childList: true, subtree: true, characterData: true });
});
})();
(() => {
const rich = document.querySelector('#rich-text');
const toc = document.querySelector('#toc');
if (!rich || !toc) return;
// Only H2s inside the Rich Text
const headings = [...rich.querySelectorAll('h2')];
if (!headings.length) { toc.style.display = 'none'; return; }
// Slugify + ensure unique IDs (handles accents like šđčćž)
const slugCounts = {};
const slugify = (str) => {
const base = (str || '')
.trim()
.toLowerCase()
.normalize('NFD').replace(/[\u0300-\u036f]/g, '') // remove diacritics
.replace(/[^a-z0-9\s-]/g, '')
.replace(/\s+/g, '-')
.replace(/-+/g, '-');
const n = (slugCounts[base] = (slugCounts[base] || 0) + 1);
return n > 1 ? `${base}-${n}` : base || `section-${n}`;
};
// Build anchors directly inside #toc
toc.innerHTML = '';
headings.forEach((h, idx) => {
if (!h.id) h.id = slugify(h.textContent || `section-${idx+1}`);
const a = document.createElement('a');
a.href = `#${h.id}`;
a.className = 'content_link';
a.dataset.target = h.id;
a.setAttribute('aria-label', h.textContent || `Section ${idx+1}`);
const p = document.createElement('p');
p.className = 'text-size-small';
p.textContent = h.textContent || `Section ${idx+1}`;
a.appendChild(p);
toc.appendChild(a);
});
// Offset for fixed navs - with extra spacing for visibility
const getOffset = () => {
const nav = document.querySelector('.navbar, .w-nav, [data-nav]');
const navHeight = nav ? nav.getBoundingClientRect().height : 0;
// Add 30px buffer to ensure heading is clearly visible below fixed navbar
return navHeight + 30;
};
toc.addEventListener('click', (e) => {
const link = e.target.closest('a.content_link[href^="#"]');
if (!link) return;
e.preventDefault();
e.stopPropagation(); // Stop other event listeners
const id = link.getAttribute('href').slice(1);
const target = document.getElementById(id);
if (!target) return;
const targetTop = target.getBoundingClientRect().top + window.scrollY;
const finalY = targetTop - 150;
// Use only smooth scroll
window.scrollTo({ top: finalY, behavior: 'smooth' });
history.replaceState(null, '', `#${id}`);
});
})();
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