A Day in the life of an Analytics Analyst at Simple Health
公司规模
Mid-size Company
地区
- America
国家
- United States
产品
- CallMiner Eureka
技术栈
- Interaction Analytics
实施规模
- Enterprise-wide Deployment
影响指标
- Productivity Improvements
- Customer Satisfaction
技术
- 分析与建模 - 实时分析
适用行业
- 医疗保健和医院
适用功能
- 人力资源
用例
- 远程协作
服务
- 数据科学服务
关于客户
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.
挑战
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.
解决方案
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.
运营影响
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