Kate R

Case Studies

Maker of Home Care Products for Seniors Uses Call Recording With Speech Analytics to Improve Call Center Performance

CallFinder easily identifies agent script compliance, training opportunities, and customer objections

Client Profile:

This national maker of home care products for seniors receives over 2,000 inbound phone calls to their contact center each month. They have about 20 contact center agents in one call center location, all managed by the contact center manager and director of operations.

Background/Challenge:

The home care products maker was using standard call recording to monitor their internal contact center, but there was no automated or efficient way to categorize and identify calls based on search criteria, so finding the most important calls to review and use as examples to train and improve agent performance was cumbersome and time consuming.

Strategy:

The director of operations took a demo of CallFinder’s cloud-based, automated speech analytics solution and knew the advanced technology would not only save time, but would transform their call monitoring to help the company better analyze agent performance and help discover customer objections. Together, the director of operations and the contact center manager set goals for the solution, and worked with a CallFinder account manager to create distinct searches in the CallFinder interface, using precise keywords and phrases, for the phonetic indexing solution to automatically scan and organize calls into four defined management objectives.

Key Objectives:
  • Discover customer objections and address through agent coaching initiatives.
  • Monitor specific script transition times to measure how successful each agent is at following the proven script triggers that almost guarantee a scheduled appointment.
  • Monitor calls for key questions that agents are required to ask in order to comply with TCPA regulations.
  • Segment callers who are renting their homes, versus calls coming in from home owners.
Results:

“When I first saw CallFinder in action, I knew it was a solution we needed immediately to improve our operations,” says the contact center manager.

According to him, he is saving seven hours each week, approximately 18% of his time, now that the company has implemented CallFinder’s cloud-based speech analytics solution into their busy contact center. “With our previous call recording solution, it would take me 10 to 20 minutes to locate just one call with content I was looking for.”

CallFinder’s phonetic indexing technology is much faster, finding calls automatically and sorting them according to company’s needs almost immediately once the conversation has ended. “CallFinder’s solution takes only 30 seconds to find a call matching the criteria I’m looking for”, says the contact center manager. “With CallFinder, it takes me seconds to find the calls I want to listen to – the data and the recording is right there.”

Discovering Customer Objections and Improving Agent Training:
A main goal for the contact center manager is to continually look for ways to improve the performance of his agents, which will ultimately improve revenue. With 80-90 calls coming in to their center each day, having an automated solution do the work of finding relevant calls is essential.

For example, he likes to use customer product objections as key indicators on how to coach and train his agents. To do this, he uses actual calls that are handled by specific agents to point out areas of opportunity for improvement and course correction, which will develop their individual success rates, as well as their performance for the company.

He explains one use-case example, “I use CallFinder to track and monitor those calls where a customer raises a product or price objection. Specifically, we use the search definition capabilities within CallFinder to categorize calls where the lead is asking for a “ball park estimate.” The occurrence of this phrase is a good indication to us that the lead is going to fall out, become a non-lead and not turn into a customer.” He also mentioned that the use of “ball park estimate” by a caller is an automatic flag that he needs to listen to those calls, locate the agent that handled each of those calls, and provide coaching and instruction on how to avert those callers from wanting a rough cost estimate, and move them to schedule an appointment for a specialist to come to the house, build a relationship and provide a custom quote.

Monitor Script Transition Times:
The call filtering capabilities of CallFinder, and the power of mining calls for unique phrases, has helped the company discover call duration and script transition times that are proven to lead to a successful call. “With just one CallFinder search, we have narrowed down the parts of a call that agents need to hit at very specific time stamps within the conversation that indicate that a call will convert,” says the contact center manager.

Using the data contained in their calls, they have turned the knowledge gained into a tactical plan for their agents. They built a specific phrase and transition into their script, precisely at the 6-minute mark of a call, which once reached and stated by the agent all but guarantees that the caller will schedule a consultative appointment at their home. They refer this as the “one call close.”

The outcome for this objective, according to him, is that “CallFinder has provided us with the ability to discover trends and build a sophisticated approach to monitoring calls that are bound to turn into scheduled appointments.”

Track Agent Compliance with TCPA Regulations:
Contact centers are under intense scrutiny to abide by federal regulations when it comes to the area of telemarketing. For this home care products retailer, this means that every agent on every call, even inbound calls, must ask for the caller’s permission to call them back, particularly if they are calling in from a cellular device.

The first search definition that they created was to filter calls to ensure they maintain compliance with the regulations. By establishing search criteria with specific phrases, and adding those phrases to the contact center’s script, the contact center manager is certain that his agents are achieving 100% compliance, and are not at risk for litigation when it comes to the TCPA (Telephone Consumer Protection Act). The contact center manager checks the filters and statistical reports every day to monitor the filter and assure their agents are staying on script.

Segment Calls by Home Owners vs. Renters
In addition to the primary objectives, the company appreciates the power of CallFinder to categorize calls by caller-type; home owners as opposed to home renters. They can sort calls easily by creating searches based on terminology agents use as part of the script to identify the qualified leads and focus on those that will be more likely to convert into an appointment. The company knows that if a caller is renting their home, they are not a viable lead due to the modifications that are necessary to install their products, such as stair climbers and walk-in tubs. The available statistical summary for each defined search also provides the director of operations and the contact center manager with data they need to keep a pulse on the market and their marketing efforts to ensure they are targeting home owners versus renters.

The contact center manager explained that he has been working in contact centers and with contact center managers for years. “I always wanted access to a technology like CallFinder’s, but either we didn’t have the budget, or we didn’t want to settle for an inferior solution. Once the director of operations told me he was working with CallFinder to implement their call recording and speech analytics solution, I was excited. Having the ability to search calls for certain phrases and variations on those phrases is huge.”

The CallFinder Experience:
According to the both the director of operations, “We have been working with CallFinder since September 2013 to use their call recording and analytics solution to monitor levels of script compliance, appointment setting success rates, and identify training opportunities for our agents. Our experience so far has shown that not only is the technology easy to implement and start using to mine for keywords and phrases, CallFinder also has a finely tuned and exceptional on-boarding process.”

He goes on to say, “The CallFinder specialists we work with are highly professional, enthusiastic and intelligent, and they have our full confidence. We work with many cloud-based technology providers and the CallFinder team easily outshines them with their attention to detail and accessibility. I know they are committed to working with us to identify our goals for the technology, and put it to work to for us so we can effectively analyze thousands of conversations that we’re having every day with our customers.”

Future Expectations for CallFinder:
The contact center manager was heavily involved in the onboarding process for CallFinder, and he is the primary user of the solution, although there are other managers in the company’s contact center operations who are creating and modifying searches for their own unique needs.

For him, “CallFinder is one of the view windows I have up on my screen every moment of the day. I monitor our searches so that I can take action and work with our agents to improve the experience we provide to our callers, and help them improve their close rates.”

According to him, “There are companies out there that are just waiting for a solution like CallFinder to integrate into their contact centers so they can monitor and improve their performance. CallFinder can get them there.”