Case Study: The Standard achieves full bilingual feedback coverage and accurate agent performance analytics with NICE Systems

The Standard - Customer Case Study

The Standard, a Hillsboro, Oregon–based insurance provider with about 120 contact-center agents handling roughly 1.07 million calls a year, relied on English-only post-call surveys and was missing feedback from an estimated 40,000 primarily Spanish-speaking customers annually. That gap left performance analytics incomplete for bilingual agents and made it harder for supervisors to evaluate, coach and recognize those employees accurately.

Using NICE’s Voice of the Customer and Engage solutions (recording, analytics and quality/workforce management), The Standard added professionally translated and locally validated Spanish post-call surveys, integrated into its analytics. The change delivered full bilingual feedback analytics (about 6,100 Spanish responses in 2016), more accurate agent performance data, improved coaching and engagement for bilingual staff, and a new sales differentiator highlighting bilingual customer feedback.

The Standard

Stacy Higginbotham

Quality Program Manager