Case Study: Efinancial achieves a 50% reduction in call disposition errors and $571,200 annual revenue gain with Genesys Speech Analytics

Efinancial Taps Genesys Speech Analytics to Boost Revenue

Efinancial, a Bellevue-based online life insurance provider, faced costly errors in call dispositioning that caused qualified prospects to be mistakenly discarded. Manual call reviews were labor-intensive and inconsistent, making it difficult to train representatives effectively or pinpoint the phrases and behaviors that led to lost sales.

By deploying Genesys Speech Analytics with professional consulting, Efinancial automated call analysis, identified key phrases that triggered incorrect dispositions, and rolled out targeted coaching and quality management. Within six weeks disposition errors fell 50%, about 114 prospects per day were saved (≈68 new customers/month), and revenue rose roughly $47,600 per month ($571,200 per year).

Efinancial

Lori Bauer

Director of Sales Support