Health, life and pension insurance company Cigna TR wanted to monitor, analyze, and improve the performance of its call center. For this effort, they needed to monitor all customer interactions, analyze them, and score them for QM (Quality Management) procedures objectively. Using speech analytics, they achieved their targets.
INCREASE IN SALES
INCREASE IN SALES AGENT PERFORMANCE
INCREASE IN CALL QUALITY
“ Sestek’s Speech Analytics analyzed 100% of all customer‑agent calls and helped us identify areas of improvement for our agents. With the help of actionable insights, we achieved significant improvements in their performances.
CHIEF OPERATING OFFICER CIGNA TR
Trying to monitor, analyze, and score all customer interactions is not an easy task because of the vast amount of interaction data. Cigna could only evaluate 5% of all interactions manually. They were missing a major part of the information and trying to build a training strategy with limited insight.
Using Sestek’s Speech Analytics, Cigna monitored and evaluated 100% of customer-agent interactions at its contact center. Using root cause analysis feature, they were able to pinpoint granular differences between top-performing agents and the rest. Establishing customized training sessions according to the insights provided enabled the call center to improve telesales operations significantly.
Knovvu Analytics collects 100% of customer interaction data at customer service channels and convert it into meaningful information for decision-makers. The solution provides critical insights to understand customers better and help to improve their experiences. Equipped with advanced quality management tools, Knovvu Analytics enables supervisors to objectively score and maximize agent performance with tangible feedback.
Cigna TR is a pension and life insurance company, which was formed in partnership with QNB Finansbank and the world’s largest insurance company, Cigna Global in 2012. Currently, the company focuses on health, life and pension insurance verticals.
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