Higher Ed Growth: Improving QA Efficiency, Contact Insights, Agent Performance and Compliance Through Interaction Analytics
Company Size
1,000+
Region
- America
Country
- United States
Product
- CallMiner Eureka Interaction Analytics
Tech Stack
- Interaction Analytics
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
Applicable Industries
- Education
Applicable Functions
- Quality Assurance
Services
- Data Science Services
About The Customer
Higher Ed Growth is a company that helps connect students with schools by providing lead generation services for colleges and universities. The company has 1,500 contact center agents that are supported by 10 supervisors and coaches and a QA staff of 20. The company's main objective was to automate its QA process, lower operational costs, reduce compliance violations, and improve agent performance.
The Challenge
Higher Ed Growth, a company that provides lead generation services for colleges and universities, was facing several operational challenges. The company wanted to reduce its manual call recording review time, which would allow it to review more calls. It believed that by monitoring and coaching more thoroughly, it could improve its compliance rate and get more insight into overall contact center operations and individual agent performance. The company was also looking to accurately identify and score critical KPI’s and create fair and balanced client-specific automated scorecards.
The Solution
Higher Ed Growth implemented CallMiner Eureka Interaction Analytics to address its operational challenges. The company put a lot of effort into determining how its specific business issues could translate into key performance indicators (KPIs) that it could measure with interactive analytics. This helped the analytics solution provide the insight Higher Ed Growth needed. It also helped guide the development of scorecards that accurately and fairly reflect individual agent performance. The company also leveraged CallMiner's powerful API to extract additional data insights into their business through reporting, allowing them to automate formerly cost-heavy internal functions efficiently with a third-party partner.
Operational Impact
Quantitative Benefit
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