How a Top 5 Broadband Provider Achieved 28% Higher Activation Rates with Perch
Where it was breaking.
Fragmented data across recordings, CRM, CCaaS, and omni-channel systems
Customer interaction data lived in silos. Call recordings sat in one system, CRM data in another, and omni-channel touchpoints in a third. Leadership had no unified view of what was actually happening in sales conversations or why conversions were stalling.
No visibility into why conversions were stalling
Activation rates plateaued, but the root cause remained invisible. Were reps failing to create urgency? Were objections going unaddressed? Were follow-up windows being missed? Without conversation-level insight tied to outcomes, these questions went unanswered.
Calls lacked structure, urgency, and consistent objection handling
Call quality varied widely. Some reps followed the playbook; others improvised with mixed results. Objection handling was inconsistent, and too many calls ended with soft closes that failed to move prospects toward activation.
High-intent prospects slipping due to missed follow-up windows
Over 30% of calls went to voicemail with no follow-up. Prospects who expressed interest but did not convert on the first call were not being re-engaged within the critical window. Every missed callback represented lost revenue.
“We had millions of calls a year, but no way to know what was actually being said. We were flying blind on the most important moment in the customer journey.”
How Perch fixed it.
Unified data and AI-powered call analysis
Perch integrated call recordings, CRM, CCaaS, and omni-channel data into a single platform. Every call was analyzed for flow, objections, timing, and engagement. For the first time, leadership could see exactly what was happening in conversations and how those behaviors correlated with activation outcomes.
Flagged no-interaction calls and stalled callbacks
Perch’s AI identified voicemail calls with no subsequent follow-up and flagged stalled callbacks in real time. Managers received alerts when high-intent prospects were at risk of slipping through the cracks, enabling same-day intervention.
Highlighted missed objections and soft closes
The platform surfaced specific moments where reps failed to address objections or closed without creating urgency. These insights were tied directly to conversion outcomes, showing managers exactly which behaviors separated top performers from underperformers.
Delivered daily, prioritized coaching actions to managers
Instead of generic training, Perch delivered targeted coaching recommendations based on each rep’s actual call performance. Managers knew exactly who needed coaching, on what specific behavior, and how much improvement was at stake.
“Perch turned our call recordings from a compliance archive into a coaching goldmine. We finally understood what great looks like and how to replicate it.”
What changed.
28% increase in activation rate for new customers
The combined impact of better follow-up, stronger objection handling, and improved call structure drove a 28% lift in activation rates. More prospects who engaged with sales actually became paying customers.
25% reduction in missed follow-ups
By flagging voicemails and stalled callbacks in real time, Perch helped the organization implement a new follow-up playbook. Prospects who previously fell through the cracks were now re-engaged within the optimal window, recovering revenue that would have been lost.
26% improvement in objection-handling effectiveness
Targeted coaching, powered by Perch’s conversation analysis, improved how reps addressed common objections. Managers used specific call examples to train reps on effective responses, lifting objection-handling scores across the floor.
22% lift in call-flow compliance
Structure, urgency, and close technique improved as reps received feedback tied to their actual calls. The gap between how calls should sound and how they actually sounded narrowed significantly.
“We stopped losing customers to poor execution. The playbook we built with Perch’s insights is now standard across every sales team.”
The data was always there, buried in millions of call recordings. Perch unlocked it. By connecting what reps said to what customers did, the organization transformed conversation data into a systematic engine for sales improvement.
This top 5 broadband provider serves millions of residential and business customers across a national footprint. The company’s sales organization handles a high volume of inbound and outbound calls daily, with activation rates directly tied to revenue growth and market share.
After deploying Perch, the organization moved from anecdotal coaching to data-driven sales enablement. Leadership noted that the platform gave them, for the first time, a systematic way to understand what was happening in customer conversations and take action on it at scale.
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