Case Study: USCB, Inc. achieves improved call center efficiency, compliance, and rapid ROI with CallMiner Eureka

USCB, Inc. - Customer Case Study

USCB, Inc., a leader in business process outsourcing and accounts receivable management, needed better quality monitoring, deeper customer-behavior insights, improved agent performance, and stronger compliance to become the “vendor of choice.” To address these challenges, USCB implemented CallMiner speech analytics (CallMiner Eureka) to capture and analyze contact center interactions.

CallMiner’s speech analytics solution automated quality monitoring and surfaced actionable insights that reduced call handling times, increased first-call resolution, lowered the effort required for agent QA, boosted compliance (reducing lawsuits/complaints/escalations), and improved customer satisfaction and agent performance. According to VP Pedro Guijarro, USCB achieved a return on investment within nine to twelve months after deploying CallMiner.

USCB, Inc.

Pedro Guijarro

Vice President