Case Study: Speech Analytics Enhances Performance

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Afni has experienced an increase in agent performance since introducing a CallMiner speech analytics solution.

The problem

The global contact centre customer engagement provider Afni monitors the performance of its 2,500 agents in the United States and the Philippines. In the past, coaches would typically listen to a handful of calls to identify opportunities for additional training.

With such a small sample size, the company never really knew how pervasive a particular behaviour was, or how well its agents had improved.

Prior to implementing the CallMiner solution, Afni also had not done much to track calls. Some supervisors were tracking some calls on their own, but the company wanted to make improvements to its processes.

The solution

By using CallMiner Eureka, Afni gets more information faster and gains greater insight into what is really going on with its clients’ businesses. In addition to handling inbound sales and customer service calls, the company also provides webchat and social media engagement for its clients.

“Since we deployed CallMiner’s Eureka solution in 2014, the company has analysed every spoken or typed word from customer interactions and uses this data to improve the performance of our agents, identify what impacts sales attainment, and greatly enhance the customer experience,” said Seth Anglin, Director of Business Intelligence and Reporting Analytics/Contact Centre Solutions at Afni. “We’re also able to mine for key phrases that we want our agents to use to close the sale, review trends and provide supplemental coaching to drive utilisation of the language that can help our agents improve their close rates.”

The results

Afni has been given the Implementation Award from Speech Technology for achieving significant business benefits from its deployment of the Eureka speech analytics solution.

With Eureka, the company reduced coach prep time by 40% by providing more accurate data and isolating specific examples for agents to fix.

Additional benefits include:

  • 2.8% increase in First Contact Resolution (FCR)
  • 8.7% improvement in discover process statements
  • 17% improvement in positioning language
  • 4% increase in agent performance
  • 63% reduction in time spent on quality assurance
  • 50% reduction in time spent identifying calls related to specific products, promotions, or campaigns.
Terry Leahy

Terry Leahy

“Afni is one our most innovative customers,” said Terry Leahy, President and CEO at CallMiner. “We have long contended that effective customer interaction analytics should be a moneymaker for our customers. We congratulate Afni on its success and leadership in winning this award.”

For more information about CallMiner, visit their website.

Author: Megan Jones

Published On: 26th Aug 2015 - Last modified: 18th Dec 2018
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