Case Study: Real Time Resolutions achieves 62% reduction in After Call Work and 82% higher daily call volumes with CallMiner Eureka (CallMiner)

CallMiner Eureka helps Real Time Resolutions reduce after call work, decrease operational costs and improve call volumes in their contact center

Real Time Resolutions, a mortgage servicing and debt collection firm, faced rising non‑revenue After Call Work (ACW), high handle times and pressure to cut operational costs while increasing call capacity. To address these challenges they deployed CallMiner’s Eureka Interaction Analytics (and the myEureka performance portal) to surface hidden call patterns and focus on quick, high‑impact improvements.

Using CallMiner Eureka to automatically categorize 100% of calls, set ACW/TT thresholds and give managers drill‑down coaching insights, Real Time Resolutions eliminated manual call categorization and optimized agent behavior. With CallMiner’s solution RTR reduced ACW by 62% in three months, cut Average Handle Time by 60% and increased daily call volumes by 82%, delivering substantial cost savings and productivity gains.

Real Time Resolutions

Carlos Ayala

Strategy & Analytics Analyst