Case Study: Higher Ed Growth achieves 10x QA efficiency and 91% reduction in compliance violations with CallMiner Eureka interaction analytics

Improving QA Efficiency, Contact Insights, Agent Performance and Compliance Through Interaction Analytics

Higher Ed Growth, a lead-generation partner for colleges and universities with 1,500 contact center agents, 10 supervisors/coaches, and a QA team of 20, needed to reduce manual call review time, improve agent performance and compliance, and lower operational costs. To accomplish this, they turned to CallMiner’s Eureka interaction analytics to capture call data, define meaningful KPIs, and create client-specific automated scorecards that would surface the insights needed for better coaching and oversight.

Using CallMiner Eureka and its API, Higher Ed Growth automated QA workflows, built fair automated scorecards, and fed analytics into reporting and third-party processes. CallMiner’s solution delivered a 10x improvement in manual contact review throughput, drove compliance violations down to 0.11% (a ~90.8% reduction), improved coaching and KPI accuracy, and produced cost savings that offset the third-party monitoring expense with potential to scale to 100% of volume.

Higher Ed Growth

Ed Paetz

Quality Assurance Manager