Case Studies

Real life examples of the application of customer engagement analytics.

( Registration required)

Nationwide Credit Corporation Finds that “Silence is Not Golden” and Improves Compliance with Interaction Analytics

‘Silence in not golden,’ especially when it comes to improving the efficiency of your call center and the productivity of your agents. In addition, collections firms must be able to prove compliance with various regulations or face exposure to costly legal actions and fines. It is essential to be able to provide the reports that can prove compliance. It is also vital to be able to identify areas for improving efficiency, increasing collections and enhancing the customer experience.

  •  
  •  
  •  
  •  
  •  

Delta Outsource Group Achieves Optimal Revenue Recovery While Remaining TCPA and FDCPA Compliant

When Delta Outsource Group first deployed Eureka Interaction Analytics it very quickly identified several issues with collectors’ calls. These included: potential FDCPA violations, use of abusive language and mentions of legal action. The company also identified a number of actions that were affecting profitability. These included overall call duration and excessive silence on the call. The company also spotted that at key ‘tax times’ during the year, agents were not having the right discussions with customers.

  •  
  •  
  •  
  •  
  •  

Frontline Asset Strategies Optimizes Compliance & Collector Performance

FAST strives to exceed expectations through ethical business practices and outstanding service. FAST helps their clients improve overall customer service and achieve higher liquidation rates. To meet changing consumer, regulatory, and client requirements, the company needed to identify ways in which collector performance could be continuously evaluated and improved. They also wanted to secure better compliance with company policies and laws, and realize operational efficiencies through streamlining internal processes.

  •  
  •  
  •  
  •  
  •  

TradeGlobal Optimizes Customer Outcomes with CallMiner Eureka Customer Journey Analytics

As TradeGlobal recognized that their customer care center is often the first live interaction a customer has with their client’s brand, they wanted to make sure they were able to deliver best-in-class service and customer experiences. To be able to deliver, they needed to identify ways in which agent performance could be continuously evaluated and improved.

  •  
  •  
  •  
  •  
  •  

Real Time Resolutions Improves Contact Center Efficiency

See how Real Time Resolutions reduced after call work (ACW), decreased operational costs and improved call volumes in their contact center.

Here are some of the results Real Time Resolutions achieved:

– Reduced After Call Work (ACW) by 62% in just three months
– Reduced Average Handle Time (AHT) by 60%
– Eliminated manual call categorization
– Increased daily call volumes by 82%
– With CallMiner Eureka Interaction Analytics, you can achieve results like this, too.

  •  
  •  
  •  
  •  
  •  

Open English Saves Time & Improves Sales Conversions

For Open English, changing lives through the power of global language is at the heart of the business model. Open English provides English instruction for groups and individual students via 24/7 access to online courses led by American teachers. In nine years the company has provided instruction to more than 400,000 students around the world.

  •  
  •  
  •  
  •  
  •  

Interaction Analytics Lead to Happier Agents & Customer Satisfaction

Bluegreen Vacations is a timeshare and vacation club management company headquartered in Boca Raton, FL. In 2013 it was honored as an innovator after its award-winning CallMiner Eureka interaction analytics rollout. Interaction analytics: Improved CSAT by 26% Improved agent quality scores by 19% Increased sales performance by 48% Achieved ROI in less than one year [...]

  •  
  •  
  •  
  •  
  •  

A Day in the Life of an Analyst – Secrets for Success

Simple Health implemented CallMiner Eureka interaction analytics to improve the ability to monitor and train new agents. Simple Health was especially interested in tracking how closely all agents followed its carefully developed scripts, and how they responded to sales objections.

By automatically monitoring and scoring 100% of contacts, Simple Health:

  • Reduced average coaching time by 75%
  • Increased the number of agents they could coach each week from 10% to 80%
  • Improved average sales closing rate by 5% and saw a large reduction in policy cancellations.

  •  
  •  
  •  
  •  
  •  

A Day in the life of an Analytics Analyst at Simple Health

Simple Health implemented CallMiner Eureka interaction analytics to improve the ability to monitor and train new agents. Simple Health was especially interested in tracking how closely all agents followed its carefully developed scripts, and how they responded to sales objections.

By automatically monitoring and scoring 100% of contacts, Simple Health:

  • Reduced average coaching time by 75%
  • Increased the number of agents they could coach each week from 10% to 80%
  • Improved average sales closing rate by 5% and saw a large reduction in policy cancellations.

  •  
  •  
  •  
  •  
  •  

Reduce Churn and Increase Customer Satisfaction with Speech Analytics

The case study featured in this paper will discuss how a healthcare insurance provider used contact analytics to identify and remarket to potential “at risk” customers. Additional benefits of contact analytics will also be discussed, including a reduction in average handle times, a reduction in call volumes, and the delivery of performance feedback directly to agents.

  •  
  •  
  •  
  •  
  •