Case Study: The Walk-In Tubs company improves script compliance and client experience with 800Response CallFinder

CallFinder Speech Analytics Drives Training & Improves Client Experience

The Walk-In Tubs company, a healthcare contact center with 30 agents handling more than 3,000 inbound calls each month, needed a better way to monitor script compliance, identify training opportunities, and understand what callers were asking about. Before using 800Response’s CallFinder speech analytics, one employee could only manually review a small sample of calls, making it difficult to spot non-compliance or track customer inquiry trends consistently.

Using 800Response’s CallFinder recording and speech analytics solution, the company created 22 searches to automatically scan all calls for key phrases, script deviations, and inquiry types such as VA benefits, Medicare, Medicaid, and pricing questions. The result was stronger script compliance, more targeted agent retraining, better customer conversations, and improved business intelligence; the company also reported that the insights were helping support future script updates and revenue growth.