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Speech Analytics Case Study: Achieving Immediate Wins in Contact Center Efficiency and Customer Experience
Applicable Industries
- Consumer Goods
Use Cases
- Speech Recognition
Services
- Data Science Services
The Challenge
Nautilus, a global fitness products company, was facing challenges in managing its contact center efficiency and customer experience. The company was struggling with a cumbersome caller verification process that was causing customer frustration and wasting time. The process was taking approximately 30-60 seconds per call and in 20% of the calls, the agent wasn't able to assist the customer, leading to a transfer and repetition of the verification process. This resulted in redundancy, additional wasted time, and unhappy customers. Additionally, Nautilus was facing difficulties in identifying trends and pinpointing the root cause of issues due to the lack of actionable data. The company was also in need of a tool to monitor compliance training and adherence.
About The Customer
Nautilus, Inc. is a global fitness products company founded in 1986 and headquartered in Vancouver, Washington. The company manufactures and markets a complete line of innovative health and fitness products through direct, retail, specialty, and international channels. Nautilus's mission is to assist customers in achieving their personal fitness goals, whether it's weight loss or training for a marathon. The company's brand portfolio includes Nautilus, Bowflex, TreadClimber, Schwinn, and Universal. Nautilus markets its innovative fitness products through Direct and Retail channels. The company is listed on the New York Stock Exchange (NYSE: NLS).
The Solution
Nautilus implemented CallMiner's speech analytics software to improve its contact center efficiency and customer experience. The company established an internal roadmap and marketing program to educate and excite their employees about the new tool. They reminded their agents about the importance of word choice during conversations and how it can drive customer experience. They also showed their team members how the system was capable of identifying shared themes in their interactions, which helped cultivate trust in the program. Nautilus used the insights provided by the speech analytics tool to streamline their caller verification process, validate perceived trends, and monitor compliance training and adherence. The company was able to analyze 100% of customer contacts, which allowed them to take a holistic view of its service quality performance.
Operational Impact
Quantitative Benefit
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