Higher Ed Growth: Improving QA Efficiency, Contact Insights, Agent Performance and Compliance Through Interaction Analytics
公司规模
1,000+
地区
- America
国家
- United States
产品
- CallMiner Eureka Interaction Analytics
技术栈
- Interaction Analytics
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
技术
- 分析与建模 - 实时分析
适用行业
- 教育
适用功能
- 质量保证
服务
- 数据科学服务
关于客户
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.
挑战
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.
解决方案
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.
运营影响
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