Case Study: O2 Business boosts QA and script adherence with CallMiner

O2 Business turns Quality Assurance into a growth engine with CallMiner

O2 Business, a telecommunications company, faced a challenge in verifying script adherence and compliance in its sales-driven contact center. With a small team manually reviewing fewer than 100 calls per cycle, they lacked visibility and a working feedback loop for agents. This left them unable to measure compliance risks or spot problematic patterns. They partnered with CallMiner to automate and scale their quality assurance process.

Using CallMiner, O2 Business built an automated scorecard to analyze thousands of calls monthly against each required script element. The solution provided transformative results: Customer Services quality scores rose from 89.7% to 92.7% year over year, and calls flagged for prolonged silence dropped by 79% in three months. CallMiner enabled the team to shift from manual reviews to focusing on data-driven exceptions and coaching, fundamentally improving performance and compliance visibility.

O2 Business