CallMiner Case Studies Speech Analytics Case Study: Achieving Immediate Wins in Contact Center Efficiency and Customer Experience

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	Speech Analytics Case Study: Achieving Immediate Wins in Contact Center Efficiency and Customer Experience CallMiner

Speech Analytics Case Study: Achieving Immediate Wins in Contact Center Efficiency and Customer Experience

CallMiner

Applicable Industries	Consumer Goods
Use Cases	Speech Recognition
Services	Data Science Services
Challenge	Nautilus, a global fitness products company, was facing challenges in managing its contact center efficiency and customer experience. The company was struggling with a cumbersome caller verification process that was causing customer frustration and wasting time. The process was taking approximately 30-60 seconds per call and in 20% of the calls, the agent wasn't able to assist the customer, leading to a transfer and repetition of the verification process. This resulted in redundancy, additional wasted time, and unhappy customers. Additionally, Nautilus was facing difficulties in identifying trends and pinpointing the root cause of issues due to the lack of actionable data. The company was also in need of a tool to monitor compliance training and adherence. Read More
About Customer	Nautilus, Inc. is a global fitness products company founded in 1986 and headquartered in Vancouver, Washington. The company manufactures and markets a complete line of innovative health and fitness products through direct, retail, specialty, and international channels. Nautilus's mission is to assist customers in achieving their personal fitness goals, whether it's weight loss or training for a marathon. The company's brand portfolio includes Nautilus, Bowflex, TreadClimber, Schwinn, and Universal. Nautilus markets its innovative fitness products through Direct and Retail channels. The company is listed on the New York Stock Exchange (NYSE: NLS). Read More
Solution	Nautilus implemented CallMiner's speech analytics software to improve its contact center efficiency and customer experience. The company established an internal roadmap and marketing program to educate and excite their employees about the new tool. They reminded their agents about the importance of word choice during conversations and how it can drive customer experience. They also showed their team members how the system was capable of identifying shared themes in their interactions, which helped cultivate trust in the program. Nautilus used the insights provided by the speech analytics tool to streamline their caller verification process, validate perceived trends, and monitor compliance training and adherence. The company was able to analyze 100% of customer contacts, which allowed them to take a holistic view of its service quality performance. Read More Log in to view content
Contents

Applicable Industries

Consumer Goods

Use Cases

Speech Recognition

Services

Data Science Services

Challenge

Nautilus, a global fitness products company, was facing challenges in managing its contact center efficiency and customer experience. The company was struggling with a cumbersome caller verification process that was causing customer frustration and wasting time. The process was taking approximately 30-60 seconds per call and in 20% of the calls, the agent wasn't able to assist the customer, leading to a transfer and repetition of the verification process. This resulted in redundancy, additional wasted time, and unhappy customers. Additionally, Nautilus was facing difficulties in identifying trends and pinpointing the root cause of issues due to the lack of actionable data. The company was also in need of a tool to monitor compliance training and adherence.

About Customer

Nautilus, Inc. is a global fitness products company founded in 1986 and headquartered in Vancouver, Washington. The company manufactures and markets a complete line of innovative health and fitness products through direct, retail, specialty, and international channels. Nautilus's mission is to assist customers in achieving their personal fitness goals, whether it's weight loss or training for a marathon. The company's brand portfolio includes Nautilus, Bowflex, TreadClimber, Schwinn, and Universal. Nautilus markets its innovative fitness products through Direct and Retail channels. The company is listed on the New York Stock Exchange (NYSE: NLS).

Solution

Nautilus implemented CallMiner's speech analytics software to improve its contact center efficiency and customer experience. The company established an internal roadmap and marketing program to educate and excite their employees about the new tool. They reminded their agents about the importance of word choice during conversations and how it can drive customer experience. They also showed their team members how the system was capable of identifying shared themes in their interactions, which helped cultivate trust in the program. Nautilus used the insights provided by the speech analytics tool to streamline their caller verification process, validate perceived trends, and monitor compliance training and adherence. The company was able to analyze 100% of customer contacts, which allowed them to take a holistic view of its service quality performance.

Impact #1	Nautilus was able to achieve significant wins with speech analytics in a very short period of time.
Impact #2	The company was able to cultivate trust and organizational buy-in by positioning the system as a tool to help agents improve their performance.
Impact #3	Analyzing 100% of customer contacts allowed Nautilus to take a holistic view of its service quality performance.

Impact #1

Nautilus was able to achieve significant wins with speech analytics in a very short period of time.

Impact #2

The company was able to cultivate trust and organizational buy-in by positioning the system as a tool to help agents improve their performance.

Impact #3

Analyzing 100% of customer contacts allowed Nautilus to take a holistic view of its service quality performance.

Benefit #1	The company was able to reduce talk time by 82 seconds per call three weeks after implementing the process change.
Benefit #2	The talk time reduction resulted in a 196% increase in the number of calls that were answered within 20 seconds.
Benefit #3	The abandon rate was 36% lower than in January 2012, which is one of Nautilus’s highest call volume months due to seasonality.

Benefit #1

The company was able to reduce talk time by 82 seconds per call three weeks after implementing the process change.

Benefit #2

The talk time reduction resulted in a 196% increase in the number of calls that were answered within 20 seconds.

Benefit #3

The abandon rate was 36% lower than in January 2012, which is one of Nautilus’s highest call volume months due to seasonality.

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Overview

Speech Analytics Case Study: Achieving Immediate Wins in Contact Center Efficiency and Customer Experience

Operational Impact

Quantitative Benefit