Case Study: NTT improves CX and coaching with CallMiner

NTT improves sales per hour by 30% with CallMiner

The BPO division of NTT, a major provider of managed services, faced challenges in gaining comprehensive Voice of the Customer insights due to manual quality assurance processes that only sampled a small fraction of calls. This made it difficult to answer client questions or provide meaningful data for improving customer experience and agent performance. Additionally, reliance on inaccurate agent disposition codes hindered effective coaching. To address this, they turned to CallMiner's conversation intelligence platform.

By implementing CallMiner to analyze 100% of customer interactions, the solution provided deep omnichannel insights and enabled data-driven agent coaching. This allowed NTT to deliver enhanced analytics to its clients. The results were significant, including a 30% improvement in sales per hour for one client, an 8% sustained improvement in retention rates for a financial services company, and a 46% month-over-month increase in NPS scores for a financial institution. CallMiner empowered NTT to provide its clients with the strategic analysis needed to drive substantial business improvements.

NTT