Magazine article CRM Magazine

Speech Analytics Is the Right Fit for Nautilus: The Home Fitness Brand Increases Call Center Efficiency with CallMiner Eureka

Magazine article CRM Magazine

Speech Analytics Is the Right Fit for Nautilus: The Home Fitness Brand Increases Call Center Efficiency with CallMiner Eureka

Article excerpt

With a home fitness equipment brand portfolio that includes Nautilus, Bowflex, Schwinn, and Universal, Nautilus aims to inspire and motivate people to achieve a fit and healthy lifestyle, regardless of age or fitness level.

The company, headquartered in Vancouver, WA, employs a customer care team with more than 30 agents who take calls for order status, troubleshooting, and customer service. Between April and November, those agents average 900 calls per day. During its peak season, from December through March, the average daily volume is 1,500 calls. CallMiner's Eureka call monitoring, recording, and speech analytics product helps the company manage them all.

Nautilus also leverages insights from CallMiner's speech analytics system for cost savings and process improvements. CallMiner Eureka uses conversational analytics data pulled from phone, email, chat, social, and other sources to reveal unique insights into the communications between Nautilus and its customers. The system's automated analysis of multiple channels allows Nautilus to convert all customer interactions into a consistent format. This, in turn, allows for easier evaluation and comparison of agent and platform performance, as well as key call center metrics, for a more complete picture of how the company and its customers interact. Eureka also helps determine root contact causes through topic analysis and automatic outlier identification.

Nautilus began implementing Eureka in November 2012, with the rollout taking roughly two weeks to complete.

"We'd been looking at speech analytic platforms for about three years prior. CallMiner was always our number one choice," recalls Jennifer Buffaloe, senior manager of customer support at Nautilus. "We knew we had to evolve and continue to make improvements and needed more than simple word or word-group search functionality. We needed a well-rounded suite of tools, and CallMiner provided exactly what we were looking for."

In the time since the implementation, Nautilus has seen improvements in marketing intelligence, sales performance, compliance adherence, and operational efficiency. Among the operational efficiencies have been reductions in average handling time, abandon rates, transfers between agents, and head count. The number of calls answered within 20 seconds has increased by 196 percent. The company has also seen a 17 percent reduction in talk time, a 36 percent reduction in call abandonment, an 11 percent reduction in transfers between agent groups, an 8 percent reduction in head count, and a 3 percent reduction in payroll. …

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