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CallMiner > Case Studies > Open English Saves Time and Improves Sales Conversions with CallMiner Eureka Analytics
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Open English Saves Time and Improves Sales Conversions with CallMiner Eureka Analytics

Technology Category
  • Analytics & Modeling - Real Time Analytics
  • Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
  • Education
Applicable Functions
  • Sales & Marketing
Use Cases
  • Predictive Quality Analytics
  • Speech Recognition
Services
  • Data Science Services
The Challenge
Open English, a Miami-based company that provides English instruction for groups and individual students via 24/7 access to online courses led by American teachers, was facing challenges in monitoring contact center performance and addressing quality issues. As the company's services grew more popular, the call volumes increased, making the manual methods used to review calls difficult to maintain. The company uses its contact centers in the U.S., Colombia, and Brazil to attract new students by calling prospect leads generated by its website and marketing campaigns. These calls are the lifeblood of the company and are the focal point of its new student acquisition process. Therefore, in 2015, Open English set out to automate its call monitoring and review process by using speech analytics to improve its outreach efforts.
About The Customer
Open English is a Miami-based company that provides English instruction for groups and individual students via 24/7 access to online courses led by American teachers. In nine years, the company has provided instruction to more than 400,000 students around the world. The company uses its contact centers in the U.S., Colombia, and Brazil to attract new students by calling prospect leads generated by its website and marketing campaigns. These calls are the lifeblood of the company and are the focal point of its new student acquisition process.
The Solution
Open English deployed the CallMiner Eureka interaction analytics solution for more than 300 agents at its different contact centers. The solution allowed Open English to automatically track agent dialogues with new student prospects. The company also wanted to measure call efficiency and call silence to further enhance its quality assurance efforts. Using Eureka, Open English was able to quickly prove the value of its call scripts, improve prospect conversions, and boost efficiency. The company deployed the Spanish module to ensure accurate and reliable monitoring, considering many of Open English’s customers come from Spanish-speaking countries. CallMiner Eureka can track every call for a variety of elements, including sentiment/acoustics, silence, and specific language attributes. The solution can quickly produce insights through automated analysis of communications between contact centers and customers across multiple channels.
Operational Impact
  • Open English was able to quickly prove the value of its call scripts, improve prospect conversions, and boost efficiency.
  • The company was able to measure call efficiency and call silence to further enhance its quality assurance efforts.
  • The company was able to use CallMiner to connect its sales conversion and marketing processes.
Quantitative Benefit
  • Reduced silence and call avoidance
  • Improved call efficiency
  • Improved marketing effectiveness

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