Case Study: Open English boosts sales conversions and saves time with CallMiner Eureka

Open English Saves Time and Improves Sales Conversions

Open English, a global online English‑instruction provider, faced growing difficulty manually monitoring rising contact‑center call volumes used to convert web leads into students. To improve script adherence, reduce silence and call avoidance, and increase conversions, Open English deployed CallMiner Eureka interaction analytics (including the CallMiner Eureka API and Spanish module) across its U.S., Colombia and Brazil contact centers for more than 300 agents.

Using CallMiner Eureka, Open English automated 100% call monitoring to track script compliance, silence thresholds, sentiment and UTM marketing parameters, then built a Quality Monitoring Form and coaching program from those insights. CallMiner’s solution helped reduce percent silence, cut average handle time by about 26 seconds to 4:09, save labor hours, improve call efficiency and marketing effectiveness, and deliver sustained increases in lead‑to‑student conversions.

Open English

Andres Chuquimia

Speech Analytics Manager