Case Study: AFNI achieves higher CSAT, increased sales and improved first-call resolution with CallMiner Eureka

Afni Improves CSAT, Sales and FCR with Automated Analytics

AFNI, a business process outsourcing (BPO) provider with more than 9,000 agents, needed to raise contact center quality to drive better sales, higher customer satisfaction and improved first-call resolution by more accurately identifying agent behaviors and language for targeted training. AFNI partnered with CallMiner and deployed CallMiner Eureka interaction analytics along with the CallMiner myEureka performance feedback portal to capture and analyze 100% of interactions and pinpoint coaching opportunities.

CallMiner worked with AFNI on planning, training and deployment so Eureka could transcribe, score and surface language, metadata and emotional cues, feeding results into myEureka and Tableau for targeted coaching. With CallMiner’s solutions AFNI realized measurable gains: a 4% increase in customer satisfaction, a 55% increase in agents exceeding sales goals, a 2.8% lift in first-call resolution, a 17% improvement in correct positioning language, an 8.7% improvement in discovery statements, plus faster call review (coaches find calls ~35% faster and preparation time for calibration sessions dropped about 90%).

AFNI

April Bevolden

Quality Supervisor