SPEECH ANALYTICS CASE STUDY

HOW CIGNA FINANS CALL CENTER INCREASED SALES USING SESTEK’S SPEECH ANALYTICS

THE CUSTOMER

A subsidiary of the world’s largest insurance company, CignaFinans wanted to monitor, analyze, and improve the performance of its call center. For this effort, they needed to monitor all of the customer interactions, analyze them, and score them for QM (Quality Management) objectively.

THE PROBLEM

Trying to monitor, analyze, and score all interactions was not possible because of the vast amount of interaction data. Cigna Finans could only evaluate 3-5% of all interactions manually.

THE SOLUTION

Using Sestek’s Speech Analytics, Cigna Finans monitored and evaluated 100% of customer-agent interactions at its contact center.

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Increased sales
for specific product line
by 48%

quote-leftSestek’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 FINANS

The Results

48% INCREASE
IN SALES
90% INCREASE
IN SALES AGENT
PERFORMANCE
23% INCREASE
IN CALL
QUALITY
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Cigna Finans is a pension and life insurance company, which formed in partnership with QNB Finansbank and the world’s largest insurance company, Cigna Global.

ABOUT SPEECH ANALYTICS

Speech Analytics offers an effective way to leverage customer interaction data. This solution transcribes all recorded customer calls to the call center, then analyzes the interactions using various technologies like emotion detection, trend analysis, and more. Through analyzing these transcriptions, brands discover actionable insights for improving customer experience and the performance of call center agents.

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