Home fitness company Nautilus has reduced talk times with CallMiner (News - Alert) speech analytics after implementing CallMiner’s conversational analytics platform, Eureka, in it call center which has resulted in a 196 percent increase in the number of calls Nautilus answered within 20 seconds.
This implementation was completed in only two weeks, whereas Nautilus has been using the solution for four months, and during this time Eureka has delivered several benefits to the company including improvement in sales performance and operational efficiency.
Insights from CallMiner’s speech analytics system has translated into powerful cost savings and process improvements for Nautilus. “We are pleased that in a short amount of time we’ve been able to see so many quick wins,” said Jennifer Buffaloe, senior manager of Customer Support at Nautilus. “We’ve only scratched the surface on the program’s capabilities. Whether we are looking to drive efficiency or increase sales we know that CallMiner can help us make informed decisions and monitor our efforts.”
CallMiner speech analytics has helped the company identify and solve product issues within a day, which is very different from previous months when it took Nautilus several weeks to perform a root cause analysis. Other significant benefits gained by Nautilus include a 36 percent reduction in abandon rate as compared to similar months the previous year.
“Nautilus clearly recognizes the value that speech analytics brings to the table and it’s great to see positive results in a very short period of time,” said Terry Leahy, chief executive officer at CallMiner. “Their team has done an amazing job of integrating speech analytics into their day-to-day processes.”
CallMiner Eureka is designed to perform automated analysis of multiple channels which allows companies to convert all customer interactions into a consistent format for analysis. This in turn facilitates quick and easy comparison of agent and platform performance giving a more complete picture of how company and its customers interact.
To learn more about CallMiner visit is speech analytics channel on TMCnet.
Edited by Ashley Caputo