Case Study: VitalityHealth achieves automated quality assurance with CallMiner

VitalityHealth automates QA across 1M+ calls a year with CallMiner

VitalityHealth, a health insurer managing over 1 million sensitive customer calls annually, sought a more reliable method for quality assurance beyond manual call listening. Their challenge was to ensure consistent advisor performance for both compliance and customer experience across their large team. To address this, they partnered with vendor CallMiner to implement its speech analytics platform, CallMiner Eureka.

The solution implemented by CallMiner, through partner Davies Consulting, automated the analysis of 100% of calls. CallMiner Eureka transcribes and analyzes calls for key terms, providing detailed reports and flagging potential concerns. This enabled VitalityHealth to quantify advisor performance in real-time, use data for highly focused coaching, and free up their quality team to focus on other priorities, leading to an award-winning outcome for the project.

VitalityHealth