Afni Improves CSAT, Sales and FCR with Automated Analytics
Company Size
1,000+
Region
- America
Country
- United States
Product
- CallMiner Eureka Interaction Analytics
- CallMiner myEureka Performance Feedback Portal
Tech Stack
- Data Analytics
- Data Visualization
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
- Revenue Growth
Technology Category
- Analytics & Modeling - Real Time Analytics
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Functions
- Business Operation
- Sales & Marketing
Services
- Data Science Services
About The Customer
Afni is a business process outsourcing (BPO) services provider that works closely with its clients to improve their business outcomes. To accomplish that, Afni pursues continual improvement in its own operations. The company employs more than 9,000 agents and handles a large volume of customer interactions across various channels. Afni's commitment to quality training is firm, but the company wanted to make its training more targeted and effective by accurately identifying areas for performance improvement. The company recognized the importance of optimizing customer contact outcomes, including raising customer satisfaction, improving performance on sales calls, and increasing its first call resolution (FCR) rate.
The Challenge
Afni, a business process outsourcing (BPO) services provider, wanted to improve the quality of work performed in its contact centers by identifying training opportunities and improving the training and coaching it gives its more than 9,000 agents. The company was firmly committed to quality training, but wanted to more accurately identify areas for performance improvement and then make the training more targeted and effective. Afni recognized that the keys to optimizing customer contact outcomes including raising customer satisfaction among the clients’ customers it contacts, improving performance on sales calls, and increasing its first call resolution (FCR) rate. It specifically wanted to use analytics to learn what language was used and what other specific behaviors occurred on its calls. The idea was to assess the best outcomes for contacts, determine which agents achieved those results, benchmark what those top performers did and apply it across all agents through training, while also using coaching to bring agents that lagged on KPIs closer to the norms.
The Solution
Afni implemented CallMiner’s Eureka interaction analytics solution and the myEureka portal solution that provides performance feedback to agents and managers. The initial rollout was used to support two Afni clients that collectively accounted for 400 agents and 400,000 monthly inbound calls. CallMiner Eureka is the leading solution to improve contact center and enterprise performance through automated interaction analytics. It immediately reveals insights from automated analysis of communications between contact centers and customers across multiple channels. CallMiner Eureka provides comprehensive performance data and insight because it can automatically monitor, record, transcribe and objectively score 100 percent of telephone, email and text contacts. Afni set the words, phrases and conditions they wanted CallMiner Eureka to monitor. Results are compiled into scorecards that reflect performance at the agent and group levels. The scoring enables contact center supervisors to instantly identify potential problems or trends.
Operational Impact
Quantitative Benefit
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