Case Studies

Real life examples of the application of customer engagement analytics.

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Lessons Learned from Transitioning to Automated Agent Scorecards

Here is the story of how two organizations, AXCESS Financial and SWC Credit Group, converted from manual agent scoring to analytics-powered automated scorecards, and the lessons that other contact centers can learn from their efforts.

See how these organizations were able to:

  • Increased scoring of agents from 1% to 100% while reducing QA and Supervisor staff
  • Reduced average call work time by 37%
  • Achieved more consistent and objective assessments
  • More accurate reporting
  • Improved compliance & ROI

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AMCOL Systems Takes Agent Performance, Compliance to New Levels

Many organizations in that position could introduce contact center analytics to provide the feedback for improving compliance and raising agent performance and proactivity. But AMCOL already had a contact center analytics solution in place, plus an advanced portal that makes it easy for supervisors and agents to share performance feedback and take action based on accurate, objective metrics. For AMCOL, the best opportunity to make additional, sustainable improvements was to compress the cycle of collecting performance metrics, analyzing them and providing actionable feedback to agents.

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Stoneleigh Rewards Agent Compliance with Interaction Analytics Insights

When the Consumer Finance Protection Bureau (CFPB) updated its regulations for debt collection, Stoneleigh’s largest customer requested that some modifications be made to the company’s approach to compliance. That prompted Stoneleigh to enhance its technology platform with next-generation automated interaction analytics, which have produced results that surprised Stoneleigh and satisfied its top customer.

See how Stonleigh was able to:

  • Recorded and analyzed 100 percent of contacts
  • Demonstrating compliance requirements through scorecards
  • Improved quality scores by over 50
  • Improved productivity and optimized outcomes by identifying best practices and training all agents

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Afni Improves CSAT, Sales and FCR with Automated Analytics

Afni wanted to improve quality at its contact centers. It learned when quality improves, many benefits follow, including improved sales, higher customer satisfaction, and time savings that allow managers to do more to grow the business.

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CallMiner Interaction Analytics Delivers Higher Call Center Quality at Lower Cost for Law Firm

Sokolove’s senior leadership, upon reviewing the results of the free test drive CallMiner had provided on a sample set of 21,000 of their recorded calls and associated metadata was quickly convinced that these capabilities could improve its business. It believed automated monitoring and scoring would provide the foundation for optimizing client and prospect engagements, and would also produce a positive return on investment by improving the productivity of its team members. Results Sokolove has achieved to-date from its deployment of interaction analytics include: Monitoring 100% of calls, documenting adherence to regulatory compliance, providing objective feedback to agents through automated scoring, and reducing QA staff by 80% saving $20,000 the first year.

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Insights Delivered to Agents for Self-Coaching

When end-to-end ecommerce service provider, TradeGlobal, deployed an interaction analytics solution, they had one goal in mind – monitor 100% of its customer interactions to accurately assess agent performance. What they got, was a whole lot more. In this case you will learn how TradeGlobal used automated analytics to provide insights to improve the quality of every interaction and boost agents overall quality scores by 15%.

Read more on how TradeGlobal:

  • Improved quality monitoring processes and agent performance
  • Reduced effort of quality monitoring and automated call scoring
  • Improved customer satisfaction

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Discover the Power of WebChat Analytics

British Gas, the largest provider of Energy Services in the UK, has a long established track record of delivering business benefits through the use of CallMiner Speech Analytics within a traditional Contact Center environment. This case study will highlight how through the innovative application of CallMiner’s built-in omni-channel analytics and customer journey linking capabilities, British Gas was able to replicate some of these successes within their Digital Media team.

The initiative was driven by Tom Fleming, Digital Performance Coach at British Gas. Having had previous exposure to the power of understanding 100% of agent conversations as a traditional voice contact coach, when his role moved to the digital arena, Tom was keen to explore how he could unlock the potential of similar activity in a digital environment. He approached Mandy Ott, a Speech Analyst within the British Gas team, who was able to draw on her experience to assist.

This paper will outline how through intelligent application of CallMiner’s omni-channel analytics Tom was able to:

  • Identify significant under-reporting of sales conversions
  • Improve conversion rates by 50%
  • Mitigate under-estimated elements of compliance risk
  • Increase agent multi-chat rates by 60%
  • Increase Net Promoter Scores by 84% (from 10 to 18.4)

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Improving Sales Agent Performance

In sales-focused contact centers, agent performance has a direct effect on revenue. Improving sales can often be a challenge, however, as traditional quality assurance methods and simple transactional data don’t provide the key insights needed for effective coaching.

In this case study, we look at how Defender Direct, an industry leader in home services sales with four call centers, used speech analytics to profile their top performing agents to create advanced categories and scores, resulting in more meaningful performance feedback and increased sales revenue.

In this case study, you will find:

  • Defender Direct’s Speech Analytics Trial
  • Speech Analytics Internal Deployment
  • Trial Results & Full Roll-Out

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Best Practices for Automated Agent Scorecards

State Collection Service (STCOL), a family held business with four call centers in the Midwestern United States purchased speech analytics to improve call monitoring, streamline the quality assurance process, and gather business intelligence for the purposes of improving customer service and client satisfaction.

In this case study, we look at how the roll-out of speech analytics combined with an automated agent scorecard program, saved STCOL money and delivered greater satisfaction to their healthcare clients.

In this case study, you will find:

  • STCOL Speech Analytics Roll-Out
  • How Agent Scorecards are Used
  • Program Results & Findings

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Driving Service Excellence and Increased Revenue in the Contact Center

Today, it has become standard practice for companies to record all customer conversations that take place in their contact centers. Very few companies, however, are making good use of the data that is captured in those phone calls and instead rely on traditional methods of analyzing recorded conversations: sampling, basic quality monitoring, and third party evaluations. Unfortunately, these actions provide only a limited view of what is actually happening in a call center.

In this case study you’ll see how British Gas, the largest supplier of domestic energy (gas and electricity) in the United Kingdom, uses speech analytics to analyze and search 100% of recorded calls to drive service excellence and increased revenue across multiple centers and thousands of agents.

In this case study, you will find:

  • How to Use Speech Analytics for Coaching
  • Speech Analytics for Improved FCR Rates
  • Program Results & Findings

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