CallMiner Case Studies Higher Ed Growth: Improving QA Efficiency, Contact Insights, Agent Performance and Compliance Through Interaction Analytics

Edit This Case Study Record

	Higher Ed Growth: Improving QA Efficiency, Contact Insights, Agent Performance and Compliance Through Interaction Analytics CallMiner

Higher Ed Growth: Improving QA Efficiency, Contact Insights, Agent Performance and Compliance Through Interaction Analytics

CallMiner

Technology Category	Analytics & Modeling - Real Time Analytics
Applicable Industries	Education
Applicable Functions	Quality Assurance
Services	Data Science Services
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Applicable Industries

Education

Applicable Functions

Quality Assurance

Services

Data Science Services

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.

About 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.

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.

Impact #1	The implementation of CallMiner Eureka Interaction Analytics allowed Higher Ed Growth to accurately track compliance and other performance metrics to the agent level. This provided the data to set reasonable performance targets and better coach agents to achieve them.
Impact #2	The company was able to regularly improve quality and potentially prevent future problems by designing new searches whenever they learned of something that should not be occurring on calls.
Impact #3	Higher Ed Growth was able to build safeguards against similar violations into the monitoring program for all its accounts whenever a violation occurred on one account.

Impact #1

The implementation of CallMiner Eureka Interaction Analytics allowed Higher Ed Growth to accurately track compliance and other performance metrics to the agent level. This provided the data to set reasonable performance targets and better coach agents to achieve them.

Impact #2

The company was able to regularly improve quality and potentially prevent future problems by designing new searches whenever they learned of something that should not be occurring on calls.

Impact #3

Higher Ed Growth was able to build safeguards against similar violations into the monitoring program for all its accounts whenever a violation occurred on one account.

Benefit #1	10x improvement in manual contact review
Benefit #2	Reduction of compliance violations by 91%

Benefit #1

10x improvement in manual contact review

Benefit #2

Reduction of compliance violations by 91%

Download PDF Version

Overview

Higher Ed Growth: Improving QA Efficiency, Contact Insights, Agent Performance and Compliance Through Interaction Analytics

Operational Impact

Quantitative Benefit