Sokolove Law CallMiner Interaction Analytics Delivers Higher Call Center Quality at Lower Cost for Law Firm
Company Size
200-1,000
Region
- America
Country
- United States
Product
- CallMiner Eureka Interaction Analytics
- CallMiner MyEureka Performance Feedback Portal
Tech Stack
- Interaction Analytics
- Automated Monitoring
- Automated Scoring
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
- Application Infrastructure & Middleware - Data Exchange & Integration
Services
- Data Science Services
- System Integration
About The Customer
Sokolove Law is a national personal injury law firm with operations in all 50 states of the United States. The firm has an internal Tier 1 call center with 55 agents, along with Tier 2 and Tier 3 external call centers with an additional 29 agents. These agents support current and potential clients, discussing sensitive personal information with them. Therefore, quality and professionalism are essential in their interactions. To ensure these standards, Sokolove employed a team of five quality assurance managers to supervise the 55 agents. The firm's process called for each contact center agent to have one call per week reviewed by a quality assurance analyst.
The Challenge
Sokolove Law, a national personal injury law firm, had a call center with 55 agents that dealt with sensitive personal information. Quality and professionalism were paramount. To ensure these standards, Sokolove employed a team of five quality assurance managers (QA) to supervise the agents. The QA team's job involved listening to call recordings to ensure interactions met Sokolove’s high standards and to identify areas for improvement. However, this manual process was time-consuming and could only cover a fraction of the calls. The firm needed a solution that could analyze more calls, ensure adherence to interaction protocols, improve productivity and outcomes, and provide objective agent evaluations on more calls.
The Solution
Sokolove Law implemented the CallMiner Eureka Interaction Analytics and the CallMiner MyEureka Performance Feedback Portal. The Eureka platform automatically monitors 100% of contacts, including calls, chat/text, and email, and applies advanced analytics to monitor contacts for parameters defined by Sokolove. It calculates and provides a score for each call, which can be analyzed and reported at multiple levels. The myEureka self-service feedback portal provides fair, impartial scoring of all interactions, alleviating the subjectivity of the former manual QA process. The implementation process was divided into three stages: Discover, Create & Monitor, and Rollout. The process took approximately 4½ months from start to finish.
Operational Impact
Quantitative Benefit
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
