Nautilus Puts Speech Analytics to Work
has increased by 196 percent. The company has also seen a 17 percent reduction in talk time, a 36 percent reduction in call abandonment, an 11 percent reduction in transfers between agent groups, an 8 percent reduction in head count, and a 3 percent reduction in payroll.
"We could have found other ways to achieve these ROI efficiencies, [but] it would have taken much more time and resources to accomplish," Buffaloe says. "We are able to move faster with CallMiner because we can make informed decisions based on good data."
Without the speech analytics, it would have taken weeks or months to perform a root cause analysis on call drivers, she says, noting that Nautilus in the past largely relied on a manual call monitoring and grading system. One of the problems with the system was it was very difficult and costly to get a sample size that could provide enough valuable data.
"Prior to using the platform, statistics such as abandonment rate and service levels were just numbers," Buffaloe says. "The marriage between CallMiner metadata and standard call center reporting helps us analyze business questions, create efficient processes, and drive operational excellence."
That led Nautilus to draft a consistent call flow process and retrain agents to more efficiently handle calls based on the company's systems, philosophy, and policies. As new processes or procedures are introduced, Buffaloe and her team can determine where they best fit into the flow.
Based on its current success, Nautilus plans to expand its use of Eureka. "The possibilities are endless," Buffaloe states. "Truly the Eureka tool has exceeded our expectations, and we continue to find unexpected ways to use it."
Customer care agents and supervisors will begin using myEureka, CallMiner's full performance management suite, in the next couple of months to more effectively manage their performance, and Nautilus plans to start using CallMiner more aggressively with its sales teams early this year. "We can't wait for what the outcome of that will be," Buffaloe says. "We've only scratched the surface on the program's capabilities. Whether we are looking to drive efficiency or increase sales, we know that CallMiner can help us make informed decisions and monitor our efforts."
App at a Glance
Some of Nautilus' efficiency gains since implementing CallMiner Eureka include:
- a 17 percent reduction in talk time, resulting in a 196 percent increase in the number of calls answered within 20 seconds;
- a 36 percent reduction in abandonment rates;
- an 11 percent reduction in transfers between agent groups; and
- an 8 percent reduction in head count and a 3 percent reduction in payroll.
Expanded real-time product uses proven speech analytics platform to improve call center performance and compliance.
The partnership brings together speech analytics and a customer experience management solution for contact centers.