Inside Tethr: Quadrants and scatter plots for impactful reporting

In our never-ending quest to make it easier to find meaningful insights from customer conversation data, we announced the addition of quadrants and scatter plots within our reporting. These two graph types give CX, customer care, and sales leaders a whole new set of tools for exploration and insight, allowing you to measure multiple variables on multiple axes. 

What that also means is that you can have a whole new perspective on your data, helping you see how different variables relate to each other and how you can use those insights to drive impactful action for your organization.

Why Tethr created this new report type

A quick back story on how Tethr's quadrants came to be: As we prepared for Tethr’s SalesRx release, we were working on the final reports to immediately guide sales leaders to the most impactful insights from their customer interactions.

During a working session, we looked at how we reported on the difficulty in overcoming sales objections when converting a sale. The report we selected was a list bar graph (shown below). Because we were familiar with the customer we were modeling the reports for, we noticed that--while the numbers looked correct--it seemed that the most impactful data was not brought to the top for the sales leader to act on.

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As you can see, the list graph only showed the rate at which agents struggled to overcome certain objections, and in this case, the most frequent objection was when the customer said they wanted to  “consult someone” before buying. Again, knowing this customer data well, we noted that while the rate was right for that objection, the volume was low compared to other objections. 

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In other words, the graph showed that the sales team didn’t overcome the “consult someone” objection very often, but also that this specific objection happened less frequently during interactions than a different objection (for example when the customer said they were just “shopping around”). If we dig a little deeper in that list graph, we see that the  “shopping around” objection happened nearly at the same frequency and occurred on far more interactions where the agent didn't convert the sale.

Of course, the sales leader could easily change a few settings on the report so they could see the volume of the objection, but that seemed like work they should not need to do to get the most impactful insight.

Creating a new report to drive better insights and actions

The team at Tethr considered the thought of using a scatter plot to display both rate and volume. However, after consideration, it was decided that the better route would be to use a quadrant to make it easy to emphasize the most important data. Looking at the four boxes (like in this case) shows that anything in the top right quadrant would be the most impactful area to focus on. 

With the quadrant graph below you can now see the objections that occur most frequently and occur in a higher percentage of interactions. Focusing on both rate and volume represents where the best investments of time will be to help elevate sales conversions. For example, in the quadrant graph below, it is clear that the “shopping around” objection occurs in most interactions where a sale is not converted, so sales leaders would be better off starting to address that objection before tackling others.

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The best thing about this report type? Lots of applications. Looking at the data this way allows you to assess things like what call reasons result in the most rep confusion, what save offers are the most effective based on the reason a customer wants to cancel, what's driving unwanted holds and transfers that can drive up your customer’s frustration and your costs, and much more.  

With everything we do, we are always looking to help you get the most out of your data in the easiest way possible. This is just one more new feature from the Tethr team that allows you to drive clarity on the best areas to focus on for improvement.

If you’d like to learn more about Tethr's quadrants, scatter plots, or dashboards for insights around sales performance, cost reduction, or customer experience, reach out for a demo here.