A Day in the Life of an Analyst – Secrets for Success

Simple Health implemented CallMiner Eureka interaction analytics to improve the ability to monitor and train new agents. Simple Health was especially interested in tracking how closely all agents followed its carefully developed scripts, and how they responded to sales objections.

By automatically monitoring and scoring 100% of contacts, Simple Health:

  • Reduced average coaching time by 75%
  • Increased the number of agents they could coach each week from 10% to 80%
  • Improved average sales closing rate by 5% and saw a large reduction in policy cancellations.
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Best Practices for Peak Call Centre Agent Performance Using Interaction Analytics
Best Practices for Peak Call Centre Agent Performance Using Interaction Analytics