Case Study: Delta Dental of Minnesota achieves 20% higher first-contact resolution and 40% lower customer & agent effort with Calabrio Speech Analytics

Delta Dental of Minnesota Improves First Contact Resolution by 20%

Delta Dental of Minnesota, a major dental benefits provider serving 4.3 million members, wanted to raise customer satisfaction and reduce member and agent effort after deploying the Calabrio ONE Suite. By pairing Calabrio Speech Analytics with Lean Six Sigma, they analyzed ~95,000 calls, isolated 117 truly dissatisfied member calls and 29 improvement opportunities, and found four issues (finding a dentist, treatment inquiries, benefits questions, and claims confusion) that accounted for 60% of problems.

To address those issues they revised agent training and quality evaluations, built a real-time Calabrio-powered FCR dashboard, redesigned the IVR, and increased provider outreach and agent education. The targeted changes drove a 20% increase in first contact resolution and roughly 40% reductions in both Six Sigma defect rate and customer/agent effort.

Delta Dental

Rich DeMarco

Chief Operating Officer