Case Study: Defenders, Inc. achieves a 5% increase in close rates and an 18-point NPS lift with CallMiner speech analytics

Defenders Improving Sales Agent Performance with CallMiner Interaction Analytics

Defenders, Inc., a leading home services and ADT dealer headquartered in Indianapolis, faced the challenge of improving sales agent performance in its sales-focused contact centers where traditional QA and transactional data didn’t reveal the behaviors that drive revenue. To solve this, Defenders partnered with CallMiner, deploying CallMiner speech analytics (Eureka) to capture and analyze 100% of agent conversations and surface the language and behaviors that correlate with successful closes.

CallMiner’s solution began with a 15-agent pilot: analysts used speech analytics to create behavioral categories, provided weekly reports and targeted coaching based on 100% call analysis, then rolled the program out across all sales centers. The program delivered measurable results—calls containing the identified language had 20% higher close rates, the pilot group’s close rate rose 3%, enterprise-wide close rates improved 5%, and Net Promoter Score increased by 18 points—demonstrating CallMiner’s impact on sales performance and customer satisfaction.

Defenders, Inc.