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Accelerate Sales Effectiveness and CX with Speech Analytics

Marvie Wright, Training & Quality Manager at Dialog Direct

Solutions Overview

Elevate the customer experience. Communicate via your customer’s preferred channels.
Power your business with customer insights. Optimize outcomes.

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Products Overview

Originally built to scale for the largest enterprises and data, CallMiner has expanded its customer experience software product capabilities to include all channels of customer conversations including calls, chat, email, texts, social media, surveys among other mediums and offers solutions for both large enterprises and smaller contact centers.

Customer engagement analytics platform

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Daily interactions licensed for analysis

Agent performance management portal

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Agents receiving direct automated feedback

Automated real-time call monitoring

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Alerts served in a single day

  • "One of the main areas of improvement that we’ve seen from the insights derived from CallMiner Eureka is in agent quality. With the automated QA and scoring, we are able to quickly identify specific areas of improvement for each agent so that supervisors can spend more time coaching agents based on accurate, unbiased data."

    Tom Rusin, CEO of HomeServe USA

  • "Highlighted by multiple customer achievement awards, including six Speech Technology implementation awards in the past four years, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum."

    The Inner Circle Guide to
    Customer Interaction Analytics 2017

Customer Overview

We’ve built strong everlasting relationships with companies around the world. We proud ourselves in providing them with the right analytical tools that will produce the expected results. See our case studies for specifics on the positive impact of our products in your organization.

Bluegreen Vacations, located in Indianapolis, IN acquired speech analytics to reduce call volume, identify call reasons, gain call intelligence and increase quality. Since implementing their CallMiner solution, Bluegreen Vacation, a 2013 Speech Tech Implementation Award Winner, has seen their Customer Care Center go from as cost center to a profit center, improved customer satisfaction by 26%, saw agent quality jump 19% and collections increase by 48%. In addition sales of points protection reservation cancellation insurance rose by 16%.

“We see CallMiner Eureka as a valued extension to our coaching team, helping us foster our ‘CustomerOne’ environment by providing data that supports agents positive behaviors. Having all this data makes coaching much easier because there’s little dispute of the facts. Also agents can get out ahead of the process by observing their scores before they speak with their supervisor.”

Adam McCord,

Quality Analytics Manager at Bluegreen Vacations America

Using contact analytics, Nautilus discovered that their call verification process was causing considerable customer frustration. Nautilus streamlined the process and shortly after the change, the company was saving 82 seconds per call. In addition, the reduced call times resulted in a 196% increase in the number of calls that were answered within 20 seconds and call abandon rates were lowered by 36%.

“Whether we are looking to drive efficiency or increase sales we know that CallMiner can help us make informed decisions and monitor our efforts.”

Senior Manager Customer Support at Nautilus Inc.

State Collection Service, an accounts receivables management firm specializing in medical collections and a 2014 Speech Tech Implementation Award Winner, turned to CallMiner Eureka to analyze 100% of the 40,000 inbound and outbound calls handled by its agents every day. By automating the agent performance feedback process, Eureka helped recoup more than 4,000 employee hours per year.First-call resolution has increased by more than 23%, agent quality assurance scores increased by 14%, and the amount of silence on calls decreased by 12%.

“We’re monitoring calls in a way that we just weren’t able to before for things like compliance, professionalism, and courtesy. We have so much more data now. And it’s not anecdotal, it’s all factual. CallMiner gives us a good picture of the total call and everything that happened on the line.”

Tracy Dudek,

Vice President, Operations at State Collections Services, Inc.

Afni, a 2015 Speech Tech Implementation and Top Training award winner is a business process outsourcing (BPO) services provider with more than 9,000 agents that works closely with its clients to improve their business outcomes. Afni’s use of CallMiner’s Eureka and myEureka solutions have led to timely insights that have guided changes to Afni’s processes, training and coaching. The results speak for themselves. Afni has achieved a 4% increase in customer satisfaction, 55% increase in agents that exceeded their sales goals and a 2.8% increase in first call resolution. Afni has also seen a 17% improvement in the correct positioning language used on calls and an 8.7% improvement in discovery process statements. In addition, coaches now find the type of calls they want to review 35% faster.

“This tool has definitely made a difference for Afni. We’ve increased our performance, our productivity and our data. We know what’s really going on, we can see what’s impacting our customers, and we can report it back to them. That’s making our customers happier and making them more loyal.”

April Bevolden,
Quality Supervisor at Afni

DEFENDERS is headquartered in Indianapolis, Indiana and is an industry leader in home services sales. The company is the top dealer of ADT security systems and a leader in HVAC services in select cities around the United States. DEFENDERS has four call centers: three inbound sales centers and one operations center which covers customer service, collections, and field support. The company’s objectives in acquiring CallMiner’s speech analytics was to monitor more calls, identify and benchmark top agent performances, improve sales performance, raise customer satisfaction levels, improve “Voice of the Customer” insights and increase agent quality scores. Since implementing their CallMiner solution, DEFENDERS now analyzes 100% of its calls, created positive agent feedback loop, seen significant and sustained improvement in agent scores, realized an 18% improvement in Net Promoter Score, and a sustained 5% increase in close rates. In addition, analytics has been an excellent source of measurable data for its agent gamification strategy.

“We’ve barely scratched the surface as to what we feel we can ultimately achieve with our speech analytics solution. One of our contact center associates said to me recently that ‘the insights and performance benefits derived from CallMiner analytics was like going from being in a cave with a flashlight to having a 5,000 watt light bulb!”

Molly Sollie,

Manager of Quality Assurance at DEFENDERS

Santander Consumer USA (SCUSA) is a leading automotive finance company with both direct and indirect lending divisions. The company currently has about 7.2 million agent connects per month across all of its contact centers. SCUSA implemented real-time monitoring using the Analyst Pool method where a team of resolution specialists monitor the alerts generated in real-time which allows them to immediately evaluate the situation and take action if necessary. If the call is intercepted, the specialists attempt to de-escalate the customer, then document the actions taken and flag the call for review. With the real-time monitoring program, SCUSA is able to minimize complaints and maintain better relationships with customers, in addition to avoiding callbacks that might have resulted from an unresolved issue.

“Customers will typically calm down once a manager comes on the line, and even though the manager will offer the same solution the agent would have, simply having a manager on the call will de-escalate the situation and allow the call to move forward.”

Kelly Seis,

VP of Quality Assurance/ Speech Analytics at SCUSA

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