Why We Use It
How many valuable data do you uncover in your customer conversations? One interaction might reveal a compliance risk, while another could identify the cause of repeat calls. Yet another might showcase an agent turning a negative situation into a positive outcome. The challenge isn’t just in recording these moments; it lies in identifying them quickly enough to act.
What It Does
CallMiner delivers measurable value within the first ninety days of implementation. Its proven framework combines out-of-the-box analytics with a guided onboarding process, enabling organizations to see meaningful change in less than a quarter.
Across various industries, CallMiner has driven measurable improvements such as:
- Up to 100% QA coverage across all customer interactions
- Reducing Average Handle Time (15-20%*) while improving quality scores
- Increasing First Call Resolution rates (15-40% Increase*)
- Improving compliance accuracy and consistency across teams
- Raising the use of empathy and ownership language in customer interactions
- Reducing escalation rates and improving customer satisfaction scores
In one example from the platform’s customer base, QA coverage expanded from less than 3% of calls to 100% within 90 days. Objective, data-driven scoring replaced inconsistent manual reviews, allowing agents to self-coach by reviewing their calls. Supervisors gained new metrics to track agent well-being, including stress levels during calls, escalation frequency, and shifts in customer sentiment. These capabilities enabled faster interventions, recognition of outstanding service moments, and better alignment of coaching with actual performance trends.
With CallMiner, a brand in the travel vertical reduced the number of QA agents from 4 to 1 while monitoring 100% of calls for compliance. They’ve also been able to more effectively identify trends, hear what owners are telling them, and react at the agent level to their owner’s needs.
Within the first year of using CallMiner, the brand was able to pay for CallMiner 4x over, and is now achieving a 5-10x ROI.*
Another CallMiner customer reduced employee onboarding and training time by 50%*
How We Use It
At Support Services Group, we utilize CallMiner’s conversation intelligence platform to review customer interactions across voice, chat, and other channels. This approach gives us a comprehensive view of customer experience and agent performance. We integrate the platform’s analytics into our operational framework, applying insights effectively to address trends in First Call Resolution, Average Handle Time, compliance, and customer satisfaction.
By pairing CallMiner’s intelligence with our Workforce Management expertise, we implement forecasting models, optimize staffing levels, and make real-time operational adjustments based on analytics. This combination helps reduce unnecessary transfers, minimize escalations, lower callback rates, and improve overall service consistency. By aligning technology with human expertise, we foster a continuous improvement cycle grounded in actionable insights.
The Result
CallMiner enables us to analyze every interaction, transforming insights into actionable strategies. We aim for 100% QA coverage and enhanced metrics within the first 90 days, similar to outcomes achieved by diverse organizations using the platform.
Integrating CallMiner into our daily routines allows teams to focus on enhancing service rather than manual tasks. Each conversation provides an opportunity to identify best practices and areas for improvement, ultimately creating a better experience for your customers.
*KPI improvement data provided by CallMiner.
