LISTEN – a CallMiner Eureka Business Process Outsourcer Discussion

As a strategic partner, Macrosoft was very pleased to participate in the CallMiner annual LISTEN conference #LISTEN2019 held in Hollywood, Florida this November. One of the important discussions I attended was a round table exchange of Business Process Outsource experts. 

We had a lively perspective; our first topics covered the difference between scoring a “conversational” recording versus a “scripted” recording. Scripted conversations are much simpler as you look to check key phrases and elements such as disclosure statements. A much more artistic approach is required when using the CallMiner incredibly powerful tools and technologies to enable companies to create a scorecard of the customer that provides directional data from a free-flowing conversation.

During the session it quickly became apparent that new clients are often best suited to start with a proof of concept to demonstrate value to the business.  Easy low hanging fruit for a PoC includes quality assurance automation. This allows clients to quickly quantify the benefit of using this powerful technology of CallMiner.

Another important discussion was around call center employee turnover which averages 30% to as much is 60% annually. CallMiner has focus on how to improve agent retention. It was agreed that a happy, successful agent does not quit. 

CallMiner has plans in place to build analytics that help companies ensure they pick the right person for the job. In conclusion, speech analytics certainly is not 100% but internal human based quality assurance and other reviews are also well below 100% especially as they become distracted and don’t listen to every word the way the CallMiner suite of tools can.

By John Kullmann | November 7th, 2019 | CallMiner