Kate R

Case Studies

Career College Saves Time, Resources with CallFinder Speech Analytics Technology

Client Profile:

This large, post-secondary career college was founded in 1966 and has grown to five campuses in California. The college’s mission is to prepare students through allied health and business courses for gainful employment. They have helped shape the careers of over 35,000 graduates.

Background/Challenge:

The college directs all incoming calls through their vanity 800 number, 1-800-NEW-CAREER. Each day, a member of the marketing team listens to all incoming calls from the previous day to identify those that need follow-up, and those that can be used for training purposes. Listening to the daily calls is time-consuming. The school receives over 900 calls each month. The marketing coordinator was spending up to two and a half hours each morning listening to full recordings of their incoming calls.

Strategy:

CallFinder – all calls are automatically scanned and analyzed to find the ones that need immediate attention. The online interface displays these calls in real time and tags recordings with the key spoken phrases at the point they occurred in the conversation.

Key Objectives:
  • identify need for call followups
  • reduce admin time for followup calls
Results:
  • Reduced listening time by 50%; from an average of two hours to one hour each day.
  • Quickly identified relevant calls for follow up, and to use as staff training materials.
  • Provided real-time search results as calls came into the school.

“CallFinder has helped make my job easier in identifying our priority calls.”

“The CallFinder application identifies the calls that are relevant to the key phrases that I built into our searches, so I only have to listen to those calls that are relevant – rather than listen to all of our calls each day.”

“Since we’ve been using CallFinder, I spend less time listening to calls. I have cut my daily listening time about in half, which gives me more time to focus on my other job responsibilities.”