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CallMiner > 实例探究 > 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

技术
  • 分析与建模 - 实时分析
  • 应用基础设施与中间件 - API 集成与管理
适用行业
  • 教育
适用功能
  • 销售与市场营销
用例
  • 质量预测分析
  • 语音识别
服务
  • 数据科学服务
挑战
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.
关于客户
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.
解决方案
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.
运营影响
  • 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.
数量效益
  • Reduced silence and call avoidance
  • Improved call efficiency
  • Improved marketing effectiveness

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