BOSTON, March 19, 2015 /PRNewswire/ -- CallMiner, rated first in customer satisfaction for interaction analytics solutions, announced today that it has been recognized by the SQM Group for helping Pershing LLC, a subsidiary of The Bank of New York Mellon Corporation and CallMiner customer, utilize CallMiner's customer interaction analytics solutions to help improve and maintain first call resolution (FCR) and customer experience performance.
Pershing originally adopted CallMiner speech analytics in 2010 to automate quality assurance monitoring. Prior to CallMiner, Pershing was leveraging manual approaches and outsourcers to measure agent performance and FCR. These approaches incurred high outsourced staffing costs and only evaluated a sample of calls, resulting in inaccurate results, subjective evaluations, and a lack of actionable information.
After replacing their legacy outside quality assurance vendor, Pershing saved nearly $200,000 a year, achieved 100% call quality assurance monitoring, and expanded monitoring coverage to other teams. The automation of scoring and reporting reduced monthly report generation efforts by 75%.
In 2012, Pershing dedicated attention to improving customer experience and FCR metrics. CallMiner speech analytics was used to analyze repeat call drivers and identify the reasons behind callbacks. In addition, FCR targets were integrated into Pershing's agent performance feedback. By 2014, Pershing's FCR had increased by 6% to 91%. For additional detail and benefits achieved, the full article highlighting all of Pershing's achievements can be found here.
"Customer service and delivering positive customer experiences are a major priority for us," said Trent Haynes, Vice President, Quality Management Office at Pershing. "CallMiner speech analytics provides a much more robust solution to measuring agent quality compared to manual scoring and helps us maintain our high levels of first call resolution. This allows us to provide consistently top tier service to our clients."
"We passionately believe in the power of FCR as a way to manage the call center and to drive all other metrics that are important such as customer satisfaction and loyalty," says Mike Desmarais, President, SQM. "We also believe that there are specific vendors in the market that have proven methods to help clients deliver improved FCR and we are proud to recognize that expertise in CallMiner with their work in using speech analytics to drive a culture of performance management based on FCR."
SQM Group benchmarks over 500 leading North American call centers on an annual basis and has been conducting first call resolution (FCR), employee satisfaction (Esat) and customer satisfaction (Csat) benchmarking studies since 1996.
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 improvements. 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.
Pershing and its affiliates provide global financial business solutions to advisors, asset managers, broker-dealers, family offices, registered investment advisor firms and wealth managers. A financial services firm located in 23 offices worldwide, Pershing provides business-to-business solutions to clients representing 5.8 million active investor accounts on the U.S. platform. Pershing affiliates are members of every major U.S. securities exchange, and its international affiliates are members of the Deutsche Borse, Australian Stock Exchange, Irish Stock Exchange, London Stock Exchange and Toronto Stock Exchange. Pershing LLC (member FINRA/NYSE/SIPC) is a BNY Mellon company. Additional information is available on pershing.com, or follow us on Twitter @Pershing.
About BNY Mellon
BNY Mellon is a global investments company dedicated to helping its clients manage and service their financial assets throughout the investment lifecycle. Whether providing financial services for institutions, corporations or individual investors, BNY Mellon delivers informed investment management and investment services in 35 countries and more than 100 markets. As of Dec. 31, 2014, BNY Mellon had $28.5 trillion in assets under custody and/or administration, and $1.7 trillion in assets under management. BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments. BNY Mellon is the corporate brand of The Bank of New York Mellon Corporation. Additional information is available on www.bnymellon.com, or follow us on Twitter @BNYMellon.