CallMiner Receives Best Practice Award for Performance Management Solution Implementation

PRESS RELEASE: CallMiner, rated first in customer satisfaction for interaction analytics solutions, announced that it has been recognized by the SQM Group for helping Pershing LLC, a subsidiary of The Bank of New York Mellon Corporation and CallMiner customer, utilize CallMiner’s customer interaction analytics solutions to help improve and maintain first call resolution (FCR) and customer experience performance.

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Pershing originally adopted CallMiner speech analytics in 2010 to automate quality assurance monitoring. Prior to CallMiner, Pershing was leveraging manual approaches and outsourcers to measure agent performance and FCR. These approaches incurred high outsourced staffing costs and only evaluated a sample of calls, resulting in inaccurate results, subjective evaluations, and a lack of actionable information.

After replacing their legacy outside quality assurance vendor, Pershing saved nearly $200,000 a year, achieved 100% call quality assurance monitoring, and expanded monitoring coverage to other teams. The automation of scoring and reporting reduced monthly report generation efforts by 75%.

In 2012, Pershing dedicated attention to improving customer experience and FCR metrics. CallMiner speech analytics was used to analyze repeat call drivers and identify the reasons behind callbacks. In addition, FCR targets were integrated into Pershing’s agent performance feedback. By 2014, Pershing’s FCR had increased by 6% to 91%. For additional detail and benefits achieved, the full article highlighting all of Pershing’s achievements can be found here.

“Customer service and delivering positive customer experiences are a major priority for us,” said Trent Haynes, Vice President, Quality Management Office at Pershing. “CallMiner speech analytics provides a much more robust solution to measuring agent quality compared to manual scoring and helps us maintain our high levels of first call resolution. This allows us to provide consistently top tier service to our clients.”

“We passionately believe in the power of FCR as a way to manage the call center and to drive all other metrics that are important such as customer satisfaction and loyalty”, says Mike Desmarais, President, SQM. “We also believe that there are specific vendors in the market that have proven methods to help clients deliver improved FCR and we are proud to recognize that expertise in CallMiner with their work in using speech analytics to drive a culture of performance management based on FCR.”

SQM Group benchmarks over 500 leading North American call centers on an annual basis and has been conducting first call resolution (FCR), employee satisfaction (Esat) and customer satisfaction (Csat) benchmarking studies since 1996.