Exeter finance is an independent, specialty auto finance company headquartered in Irving, Texas that works with franchise and select independent auto dealers throughout the country to help make car ownership a reality for non-prime borrowers. With 700-1,000 agents across multiple locations Exeter implemented CallMiner’s Eureka platform to increase the number of analyzed calls from 8 per agent per month to 100% of calls.
They use it to ensure compliance, to coach on empathy, pace and volume of speech, as well as other KPIs that are mission critical to their success. In the process they have reduced call avoidance by 30% and improved agent performance. CallMiner enables Exeter’s management to see the whole picture and then act.