CallMiner
Case Studies
Afni Improves CSAT, Sales and FCR with Automated Analytics
Overview
Afni Improves CSAT, Sales and FCR with Automated AnalyticsCallMiner |
Analytics & Modeling - Real Time Analytics Application Infrastructure & Middleware - Data Exchange & Integration | |
Business Operation Sales & Marketing | |
Data Science Services | |
Operational Impact
Afni was able to identify specific behaviors that correlated with customer behavior and uncover other cause-and-effect relationships. | |
The company was able to make changes to its processes, training, and coaching based on the insights gained from the analytics. | |
Coaches were able to find the type of calls they wanted to review 35% faster. | |
Quantitative Benefit
A 17% improvement in the correct positioning language used on calls. | |
An 8.7% improvement in discovery process statements. | |
A 4% increase in customer satisfaction. | |