CallMiner
Case Studies
Nationwide Credit Corporation Finds that “Silence is Not Golden” and Improves Compliance with Interaction Analytics
Overview
Nationwide Credit Corporation Finds that “Silence is Not Golden” and Improves Compliance with Interaction AnalyticsCallMiner |
Analytics & Modeling - Process Analytics Analytics & Modeling - Real Time Analytics | |
Finance & Insurance | |
Business Operation | |
Fleet Management Inventory Management Predictive Maintenance | |
Data Science Services System Integration | |
Operational Impact
The insights from the Eureka automated analytics platform identified non-compliant agent behavior. This and other performance metrics were presented in an easy to understand format on the myEureka performance feedback dashboard. | |
Using targeted coaching, NCC reduced calls that included excessive silence by 12%. This significantly improved the call center’s productivity as less time was being wasted, agents spent more time making or answering calls and resolving accounts. It also improved the customer experience. | |
Using Eureka analytics, NCC can automatically generate daily reports on specific topics, which are then sent to QA agents for review. This makes it possible to find and rectify any issues immediately, before they escalate into a serious problem. | |
Quantitative Benefit
12% reduction in calls that included silence | |
15% reduction in escalation language | |
6% reduction in legal action mentions | |