Fortune 500 Uses CallFinder Speech Analytics to Ensure Script Compliance - CallFinder
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Fortune 500 Uses CallFinder Speech Analytics to Ensure Script Compliance

May 10, 2012 by Morgan Pulitzer

One of our customers, which is a small to medium-sized business, also happens to be a Fortune 500 company.   They’ve been using CallFinder call recording and speech analytics for about six months, and have successfully identified where agents are going off-script, and have learned how they can improve their training programs to correct the workforce issue:

Background:
A Fortune 500 company in the home building products industry had a mandatory script that all of their agents must follow while on the phone with a customer and wanted to ensure script compliance.

Solution:
The company built detailed searches in CallFinder that used keywords from each touch point of the script to monitor agent compliance.   The speech analytics software scanned all call recordings to identify any call that did not contain the designated phrases in order to detect the calls that did not meet necessary script compliance.

Results:
By creating custom searches around specific script compliance criteria, CallFinder’s analysis of call recordings delivered relevant data that compliance managers used to monitor customer conversations on a daily basis to measure agent performance and ensure that agents were following company standards by staying on script.

Additionally, CallFinder detected when agents were not following the script, indicating where further phone sales training was needed to improve agent performance.

Schedule an online demonstration of CallFinder call recording and monitor software today to see how CallFinder can help your business ensure script compliance.   Contact us or call 1-800-639-1700.

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