Case Study: Inizio Engage improves agent well-being and QA consistency with CallMiner

Inizio Engage boosts QA coverage from 2-3% to 100% with CallMiner

Inizio Engage, a global strategic partner specializing in healthcare, faced challenges with scaling its manual quality assurance process for contact center agents. Their previous method of reviewing only 4-6 calls per agent per month provided low statistical relevance and created inconsistency and debate over quality scores. To address this, they selected the CallMiner conversation intelligence platform to gain a more objective and data-driven approach.

By implementing CallMiner to analyze 100% of customer interactions, Inizio Engage established a consistent quality process that improved agent coaching and well-being. The solution provided objective scoring and allowed agents to self-coach. CallMiner also enabled the team to monitor agent stress levels and recognize positive performance, which improved employee satisfaction and patient experience outcomes. The success has led the company to scale the use of conversation intelligence across the organization.

Inizio Engage