BOSTON, Aug. 25, 2015 /PRNewswire/ -- CallMiner, rated first in customer satisfaction for interaction analytics, announced today that Afni, a global contact center customer engagement provider, was honored with the Implementation Award from Speech Technology for achieving significant business benefits from its deployment of the CallMiner Eureka speech analytics solution.
"Afni is one our most innovative customers. The company has pioneered a true omni-channel use case that drives better performance management, an enhanced customer experience and most importantly higher revenues. We have long contended that effective customer interaction analytics should be a moneymaker for our customers. We congratulate Afni on its success and leadership in winning this award," says CallMiner President and CEO, Terry Leahy.
Prior to implementing CallMiner Eureka, Afni had not done much to track calls. Some supervisors were tracking some calls on their own, but the company wanted to make improvements to its processes.
"Since Afni deployed CallMiner's Eureka solution in 2014, the company has analyzed every spoken or typed word from customer interactions and uses this data to improve the performance of our agents, identify what impacts sales attainment, and greatly enhance the customer experience," says Seth Anglin, director of business intelligence and reporting analytics/contact center solutions at Afni.
By using CallMiner Eureka, Afni gets more information faster and gains greater insight into what is really going on with its clients' businesses. In addition to handling inbound sales and customer service calls, Afni also provides web chat and social media engagement for its clients.
Afni monitors the performance of its 2,500 agents in the United States and the Philippines with CallMiner Eureka. In the past, coaches would typically listen to a handful of calls to identify opportunities for additional training. With such a small sample size, Afni never really knew how pervasive a particular behavior was, or how well its agents had improved. With CallMiner Eureka, Afni reduced coach prep time by 40 percent by providing more accurate data and isolating specific examples for agents to fix.
"Our main goal was to further develop our agents. CallMiner Eureka allows us to do so by reducing the time spent on identifying certain behaviors. As a result, our coaches can spend more time effectively working with agents," Anglin says.
By measuring close rate drivers, analyzing call rates and call sequencing, CallMiner Eureka has also allowed Afni to increase sales. "We're able to mine for key phrases that we want our agents to use to close the sale, review trends and provide supplemental coaching to drive utilization of the language that can help our agents improve their close rates," says Anglin. "As a result, our sales teams have exceeded their goals by over 55 percent.
Other benefits Afni has achieved with CallMiner Eureka:
- 2.8 percent increase in first-call resolution
- 8.7 percent improvement in discover process statements
- 17 percent improvement in positioning language
- 4 percent increase in agent performance
- 63 percent reduction in time spent on quality assurance
- 50 percent reduction in time spent identifying calls related to specific products, promotions, or campaigns.
In addition to the direct impact the CallMiner solution has had on Afni's business, the system allows Afni to provide more feedback to its clients on their customers. "With CallMiner Eureka we can quickly find and analyze specific call types and give our clients feedback on customer issues that affect their business. Then they are able to proactively address them before they become a real problem," Anglin says. "This input is extremely valuable to our clients and has a positive effect on their bottom-line results," Anglin concludes.
Afni works with the world's best brands to improve performance, engagement, and relationships through staffed contact center solutions. The company is based in Bloomington, Illinois and has global operations in the United States and the Philippines. Afni's channel strategies include inbound and outbound voice, web chat and digital engagement, and back office processing. Through many channels and technologies, Afni's contact center agents help customers engage with brands at many touchpoints, including pre-sales, care and service, insurance subrogation, and consumer collections. Afni is a Top 125 in Training award winner (Training magazine) and a Better Business Bureau Torch Award winner. Learn more about Afni at afni.com.
CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact center agents and others responsible for customer engagement are enabled by insight and feedback in real-time, they can dramatically improve the rate and speed of positive outcomes. With the tagline "Listen to Your Customers, Improve Your Business" our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, CallMiner has consistently ranked number one in customer satisfaction, including recent surveys conducted by DMG Consulting and Ovum. For more information, please contact CallMiner at (781) 547-5666, or visit www.callminer.com.
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