Agent Quality

The manner in which Call Center agents handle customer calls can have a tremendous impact on areas that directly affect revenue and profitability - from how much customers are buying to how efficiently your operations are running. CallMiner Eureka! automatically tracks a variety of indicators of agent quality in Call Center conversations:

Call Duration	Branding Compliance	Percentage Talk
Politeness	Tempo Variance	Understandability

These are the indicators CallMiner Eureka! tracks out of the box. The solution can also be easily customized with additional indicators of agent quality that are specific to an industry or a company.

Drilling Down to a Deeper Understanding of the Issues

Eureka! Discover normalizes and graphs these relevant call indicators to create an index of agent quality, then presents it in a composite view of four key business indexes (Customer Satisfaction, Agent Quality, Sales Performance, and Marketing Effectiveness). You can drill down from this overview into Agent Quality to do further research and analysis using Eureka! Analyze, Eureka! Search, and Eureka! Report.

Using Business Intelligence to Impact Business Value

Agents represent your company, but are they contributing to a positive or negative interaction with the customer? CallMiner Eureka! offers the ability to identify agents that are the best at handling customer issues or agents that could benefit from some additional training.

To further contribute to agent quality, CallMiner Eureka! helps eliminate the added burden of manually categorizing calls from various dropdown menus, so that agents can concentrate on serving the customer instead of fumbling to pick a reason for the call from their screen.

CallMiner Eureka! also helps call center managers, by enabling them to work more productively. For example, they can use it to automate the process of listening to and categorizing calls to identify why customers are calling or to look at a particular aspect of agent performance. This frees them to focus on a corpus of calls specific to a topic, agent, or issue, instead of spending hours listening to calls that may or may not be relevant. CallMiner Eureka! can even provide information on calls that mention competitors, products, services, and more.