Case Study: RDI Corporation achieves better insights and contact center efficiency with CallMiner

RDI Corporation reduces QA headcount by 40% with CallMiner

RDI Corporation, a family-owned business process outsourcer, sought to tap into the rich insights hidden within its customer call recordings to provide more value to its clients and improve its own operations. The company lacked an effective way to access these insights. To achieve this goal, RDI implemented the conversation analytics capabilities from CallMiner.

By using CallMiner, RDI was able to retain a client by identifying root causes of low conversion rates and also attracted a new large banking client by providing actionable insights that could save up to 40-45 hours of inbound calls daily. Internally, CallMiner helped RDI streamline its quality assurance process, allowing analysts to grade calls over three times faster and reduce headcount by 40% while maintaining all key performance indicators.

RDI Corporation