Case Study: GreenPath achieves 150% increase in calls from underserved target population with Calabrio Speech Analytics

GreenPath Grows Target-Audience Call Volumes by 150%

GreenPath Financial Wellness, a nonprofit focused on helping people achieve financial health, faced a pandemic-driven surge in demand and needed to connect more underserved individuals with its counseling services. With tight budget scrutiny, marketing and contact center leaders needed a reliable way to determine which COVID-era campaigns were actually reaching their target audience.

Using Calabrio Speech Analytics, GreenPath identified 100+ call phrases tied to marketing touchpoints and mapped those calls to target demographics, revealing billboards, social media and radio as the most effective channels. Leaders shifted spend to those channels, improved agent training and onboarding, and added Spanish-speaking agents—resulting in a 150% increase in calls from the underserved target population, a 15% NPS gain over two years, stronger contact center metrics, and clearer impact data for grant-seeking.

GreenPath

David Flores

Director of Client Services and Program Performance