Case Study: Sokolove Law achieves higher call center quality and 80% QA staff reduction with CallMiner Eureka

CallMiner Interaction Analytics Delivers Higher Call Center Quality at Lower Cost for Law Firm

Sokolove Law, a national personal injury firm with a 55‑agent internal Tier 1 call center handling sensitive client information, faced a time‑consuming, subjective QA process that reviewed less than 1% of calls and required five QA managers. Seeking to reduce costs, analyze more interactions, enforce scripts/protocols and deliver objective agent evaluations, Sokolove evaluated CallMiner and its CallMiner Eureka interaction analytics platform and myEureka performance feedback portal.

CallMiner implemented Eureka and myEureka via a three‑phase rollout (discover, create & monitor, rollout), automatically monitoring and scoring 100% of calls and providing objective, searchable feedback. The solution reduced QA headcount from five to one, delivered approximately $200,000 in first‑year net savings, expanded QA coverage to all calls, lowered subjectivity in scoring and freed staff to focus on higher‑value work.

Sokolove Law

Michelle Correal

Senior manager, Operations Process