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Efinancial, a leading provider of online life insurance nationwide, offers customers a convenient way to shop for and purchase life insurance via the phone and the internet. Buying life insurance is a very personal experience that requires representatives to build relationships with prospects and accurately assess each customer’s policy needs. To monitor agent performance and ensure all calls were accurately positioned, calls were manually reviewed. And that became a very labor-intensive and costly process.
To analyze all calls and gain the insight needed to improve representative performance, Efinancial turned to Genesys Speech Analytics. Genesys Speech Analytics and Analytics-Driven Quality Management and Coaching enable Efinancial to automatically monitor every representative’s usage of the key skills during every conversation to alert supervisors when performance needs improvement. Call dispositioning errors were greatly reduced, resulting in a boost in revenue and in dramatically stemming attrition rates.
“We focus on lead generation, so doing a good job of properly qualifying leads, correctly dispositioning new contacts, and saving every lead that is qualified is a key to our success. Genesys Speech Analytics has really helped us with this important challenge.”
Lori Bauer, Director of Sales Support, Efinancial