Case Study: Gant Travel improves customer interactions and call center QA with CallMiner

Gant Travel boosts call QA accuracy to 80%+ with CallMiner

Gant Travel, a corporate travel management company, faced challenges in accurately monitoring and analyzing customer-agent interactions, with only 2% of calls being manually reviewed. This led to inaccurate call disposition data, a lack of insight into call drivers, and inefficient use of supervisor time for quality assurance. To address this, they partnered with vendor CallMiner to implement its speech analytics solution, specifically the Analyze and Coach products on the Eureka platform.

The CallMiner solution automated the QA process, allowing Gant Travel to monitor 100% of calls. Results included increasing disposition accuracy from 35-45% to over 80%, a 400% increase in feedback frequency, and a significant reduction in customer hold times during the COVID-19 pandemic. The insights from CallMiner also freed up over 100 hours of agent time in the first month and provided supervisors with the data needed for effective, consistent coaching.

Gant Travel