Case Study: Financial Firm Automates Quality Scoring

Pershing has improved its customer experience performance with the help of a customer interaction analytics solutions from CallMiner.

The problem

Pershing originally adopted speech analytics in 2010 to automate quality assurance monitoring. Prior to this, the financial firm was leveraging manual approaches and outsourcers to measure agent performance and FCR.

These approaches incurred high outsourced staffing costs and only evaluated a sample of calls, resulting in inaccurate results, subjective evaluations, and a lack of actionable information.

The solution

After replacing their legacy outside quality assurance vendor, the firm achieved 100% call quality assurance monitoring and expanded monitoring coverage to other teams. The automation of scoring and reporting reduced monthly report generation efforts by 75%.

In 2012, the firm dedicated attention to improving customer experience and FCR metrics. Speech analytics was used to analyse repeat call drivers and identify the reasons behind call-backs. In addition, FCR targets were integrated into agent performance feedback. By 2014, FCR had increased by 6% to 91%.

“Customer service and delivering positive customer experiences are a major priority for us,” said Trent Haynes at Pershing. “CallMiner speech analytics provides a much more robust solution to measuring agent quality compared to manual scoring and helps us maintain our high levels of first call resolution. This allows us to provide consistently top tier service to our clients.”

CallMiner has since been recognised by the SQM Group for helping Pershing LLC use customer interaction analytics solutions to improve customer experience performance.

For more information about CallMiner, visit their website.