Case Study: Simple Health achieves 75% reduction in coaching time and 5% higher sales close rate with CallMiner Eureka

A Day in the life of an Analytics Analyst at Simple Health

Simple Health, a full-service health insurance brokerage that rapidly grew from four call centers with 170 agents to seven centers and 410 agents, needed a better way to monitor and train new agents—particularly to ensure script adherence and effective handling of sales objections. Simple Health partnered with CallMiner and implemented CallMiner Eureka interaction analytics to capture and analyze contact-center interactions.

Using CallMiner Eureka to automatically monitor and score 100% of contacts, CallMiner enabled Simple Health to reduce average coaching time by 75%, increase the proportion of agents coached each week from 10% to 80%, improve average sales closing rates by 5%, and significantly reduce policy cancellations, while providing dashboards and scorecards to scale QA and training.

Simple Health