CIGNA Case Study

"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 performance."

Chief Operating Officer

The Challenge

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.

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The Solution

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.

Company name

CIGNA

Company size

Enterprise

Pain point

Limited interaction analysis

SESTEK product used

Analytics

About company

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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