Benchmark Brands, a direct-to-consumer retailer, engaged HyperQuality to assess its contact center operations and identify ways to improve its sales conversion rate. HyperQuality analyzed calls and found a lack of agent effort, particularly in probing customers and offering rebuttals to objections, was reducing conversions. They recommended training agents to probe more thoroughly, offer rebuttals on all opportunities, and better explain product benefits to increase the conversion rate by 4.25% and generate an additional $1 million in annual revenue.