CallMiner Case Studies Real Time Resolutions Improves Contact Center Efficiency with CallMiner Eureka Analytics

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	Real Time Resolutions Improves Contact Center Efficiency with CallMiner Eureka Analytics CallMiner

Real Time Resolutions Improves Contact Center Efficiency with CallMiner Eureka Analytics

CallMiner

Technology Category	Analytics & Modeling - Real Time Analytics
Applicable Industries	Finance & Insurance
Applicable Functions	Sales & Marketing
Use Cases	Process Control & Optimization Real-Time Location System (RTLS)
Services	Data Science Services
Challenge	Real Time Resolutions (RTR) is a full-service mortgage servicer, debt collection, and business process outsourcer operating in the 1st and 3rd party marketplace with a portfolio consisting of mortgage and a variety of consumer accounts including those in bankruptcy. RTR employs 150 Recovery Agents (CSPs) across their U.S. branches. The company was facing challenges in reducing After Call Work (ACW) and operational costs, and improving call volumes in their contact center. They identified that the agents’ average ACW had a strong relationship to product type. For one specific product type, the average call duration was 2 minutes 30 seconds, but the average after call work was 6 minutes 30 seconds. This was not an occasional occurrence. In some months, the average for call durations was only one third of ACW. The analysis also uncovered that some agents (even those who sat next to each other) had drastically different ACW times. Read More
About Customer	Real Time Resolutions (RTR) is a full-service mortgage servicer, debt collection, and business process outsourcer operating in the 1st and 3rd party marketplace. Their portfolio consists of mortgage and a variety of consumer accounts including those in bankruptcy. RTR employs 150 Recovery Agents (CSPs) across their U.S. branches. The company is committed to delivering the best possible service to its customers while also maintaining a high level of efficiency in its operations. They are constantly looking for ways to improve their processes and reduce operational costs. One of the key areas they identified for improvement was their contact center, where they saw potential for reducing After Call Work (ACW) and increasing call volumes. They recognized the need for a solution that could help them achieve these goals without compromising on the quality of service they provide to their customers. Read More
Solution	RTR decided to concentrate on one or two easily identifiable business problems that could be solved with a minimum amount of effort in a short period of time. They used CallMiner’s Eureka Interaction Analytics to identify the difference between revenue-generating ‘Talk Time’ (TT) and resource-burning ‘After Call Work’ (ACW). CallMiner Interaction Analytics automatically categorises every call into existing (or expanded) codes. This automation eliminates the need for manual categorisation (saving 100 percent of that time). It also more accurately captures the data. After aggregating call attributes, and other data, the CallMiner Eureka platform categorizes all words in each call to determine reasons for the call, product or competitors mentioned, participant behaviors, presence of procedural language, outcomes or actions. It also measures acoustic signals for call duration, silence/noise, agitation, stress and tempo, and scores calls by calculating performance indicators per call. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Applicable Industries

Finance & Insurance

Applicable Functions

Sales & Marketing

Use Cases

Process Control & Optimization

Real-Time Location System (RTLS)

Services

Data Science Services

Challenge

Real Time Resolutions (RTR) is a full-service mortgage servicer, debt collection, and business process outsourcer operating in the 1st and 3rd party marketplace with a portfolio consisting of mortgage and a variety of consumer accounts including those in bankruptcy. RTR employs 150 Recovery Agents (CSPs) across their U.S. branches. The company was facing challenges in reducing After Call Work (ACW) and operational costs, and improving call volumes in their contact center. They identified that the agents’ average ACW had a strong relationship to product type. For one specific product type, the average call duration was 2 minutes 30 seconds, but the average after call work was 6 minutes 30 seconds. This was not an occasional occurrence. In some months, the average for call durations was only one third of ACW. The analysis also uncovered that some agents (even those who sat next to each other) had drastically different ACW times.

About Customer

Real Time Resolutions (RTR) is a full-service mortgage servicer, debt collection, and business process outsourcer operating in the 1st and 3rd party marketplace. Their portfolio consists of mortgage and a variety of consumer accounts including those in bankruptcy. RTR employs 150 Recovery Agents (CSPs) across their U.S. branches. The company is committed to delivering the best possible service to its customers while also maintaining a high level of efficiency in its operations. They are constantly looking for ways to improve their processes and reduce operational costs. One of the key areas they identified for improvement was their contact center, where they saw potential for reducing After Call Work (ACW) and increasing call volumes. They recognized the need for a solution that could help them achieve these goals without compromising on the quality of service they provide to their customers.

Solution

RTR decided to concentrate on one or two easily identifiable business problems that could be solved with a minimum amount of effort in a short period of time. They used CallMiner’s Eureka Interaction Analytics to identify the difference between revenue-generating ‘Talk Time’ (TT) and resource-burning ‘After Call Work’ (ACW). CallMiner Interaction Analytics automatically categorises every call into existing (or expanded) codes. This automation eliminates the need for manual categorisation (saving 100 percent of that time). It also more accurately captures the data. After aggregating call attributes, and other data, the CallMiner Eureka platform categorizes all words in each call to determine reasons for the call, product or competitors mentioned, participant behaviors, presence of procedural language, outcomes or actions. It also measures acoustic signals for call duration, silence/noise, agitation, stress and tempo, and scores calls by calculating performance indicators per call.

Impact #1	Identified that the agents’ average After Call Work (ACW) had a strong relationship to product type.
Impact #2	Uncovered that for one specific product type, the average call duration was 2 minutes 30 seconds, but the average after call work was 6 minutes 30 seconds.
Impact #3	Discovered that some agents (even those who sat next to each other) had drastically different ACW times.

Impact #1

Identified that the agents’ average After Call Work (ACW) had a strong relationship to product type.

Impact #2

Uncovered that for one specific product type, the average call duration was 2 minutes 30 seconds, but the average after call work was 6 minutes 30 seconds.

Impact #3

Discovered that some agents (even those who sat next to each other) had drastically different ACW times.

Benefit #1	Reduced ACW by 62% in just three months
Benefit #2	Reduced Average Handle Time by 60%
Benefit #3	Increased daily call volumes by 82%

Benefit #1

Reduced ACW by 62% in just three months

Benefit #2

Reduced Average Handle Time by 60%

Benefit #3

Increased daily call volumes by 82%

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Overview

Real Time Resolutions Improves Contact Center Efficiency with CallMiner Eureka Analytics

Operational Impact

Quantitative Benefit