A Day in the life of an Analytics Analyst at Simple Health
Customer Company Size
Mid-size Company
Region
- America
Country
- United States
Product
- CallMiner Eureka
Tech Stack
- Interaction Analytics
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
Technology Category
- Analytics & Modeling - Real Time Analytics
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Human Resources
Use Cases
- Remote Collaboration
Services
- Data Science Services
About The Customer
Simple Health is a full-service health insurance brokerage. The company has experienced rapid growth, expanding from four call centers with 170 agents and six managers, with no quality assurance department, to seven call centers with 410 agents and a growing quality assurance staff. The company's primary objective was to improve its ability to monitor and train new agents, particularly in terms of adherence to scripts and response to sales objections.
The Challenge
Simple Health, a full-service health insurance brokerage, experienced rapid growth, expanding from four call centers with 170 agents to seven call centers with 410 agents. With this growth, the company faced the challenge of effectively monitoring and training new agents. They were particularly interested in ensuring that all agents adhered to their carefully developed scripts and responded appropriately to sales objections. The company needed a solution that could capture and analyze data from their contact center operations to support their objectives.
The Solution
Simple Health implemented CallMiner Eureka, an interaction analytics solution, to improve their ability to monitor and train new agents. The solution captures thousands of data points from contact center operations every day and produces insights that support contact center operations and overall business objectives. The analytics analyst at Simple Health determines how the wealth of available data could be of most value to the organization, then develops programs to deliver it. The company also established best practices for interaction analytics success, including appointing a project champion, budgeting time to promote the system, getting an early win, and being selective about reporting.
Operational Impact
Quantitative Benefit
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