Case Study: Custom Walk-In Tub Company improves agent training and customer experience with CallFinder

National Tubs Company Uses CallFinder To Improve Agent Training & CX

A walk-in tub maker, National Tubs Co, faced challenges in efficiently monitoring agent-customer calls. They relied on a single employee for manual call reviews, which was time-consuming and failed to provide a complete picture of agent performance. This made it impossible to effectively assess script compliance, ensure consistent customer experience, or gather business intelligence from call types.

CallFinder provided a solution by automatically analyzing thousands of daily calls. The vendor's speech analytics identified agents using outdated scripts and incorrect pricing terminology, allowing for immediate coaching. Furthermore, CallFinder enabled the company to categorize calls to track inquiries about pricing benefits, uncovering vital customer trends. This led to improved script compliance, a better customer experience, and the gathering of market intelligence that contributes to the company's revenue.