It has been announced that Phillips & Cohen will expand its use of CallMiner Eureka to support quality of service and the CX it provides.
Phillips & Cohen, a pioneer in Deceased Account Management services, serves the consumer banking and credit industry in addition to specialised industries including financial services, healthcare, utility, education and telecoms.
The company selected CallMiner Eureka speech analytics because it would allow them to increase quality monitoring from 1-2% to 100% of agent/client interactions. This in turn would enable agents to improve the level of compassion and compliance – two critically important metrics for the company.
Building robust scorecards in the speech analytics platform based on a high percentage of calls, combined with a greater level of operational oversight driven by physical call review and analytics outputs, also provides Phillips & Cohen with a true view of the voice of the customer.
“Voice of the customer feedback is a real game-changer for us as the nature of our work makes it a challenge to obtain through traditional feedback and survey methods,” says Nick Cherry, Chief Operating Officer at Phillips & Cohen Associates.
“From a post-call perspective, the scorecards provide meaningful trend analysis and voice of the customer measures we simply didn’t have before. Cross-matching telephony data with account activity is also something we couldn’t do without speech analytics.
“It’s the little things – like being able to search for calls with specific traits that would be incredibly time-consuming without Eureka,” Cherry says.
In addition, Phillips & Cohen uses EurekaLive, a real-time solution that provides next best action guidance to agents while they are on a call.
Company President & Chief Compliance Officer, Howard Enders commented, “Guidance in real time provides agents with the reassurance that they have completed all the required actions and that the customer is satisfied. This has really encouraged them to raise their game and allows us to demonstrate active compliance to clients across the globe.”
Terry Leahy, CallMiner CEO, also said, “We have been working with Phillips & Cohen in the United States for a number of years. 2017 has seen us complete the implementation with Phillips & Cohen in Canada, Australia and the UK and we are really excited to expand the partnership further, with Spain next on our joint agenda.
“The level of insight on the voice of the customer and the value they have already been able to achieve with Eureka is impressive. Over time they will see even greater value and we are proud that our technology will contribute to their continued success,” Leahy concludes.
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