We’ve all dialed a service and been greeted with the prompt: “This call may be monitored for quality assurance.” You may have wondered if, and how often, someone actually monitors those calls.
Well, someone—or something—does. A lot. One hundred and fifty thousand hours’ worth of monitored conversation a day, to be exact.
CallMiner, a Southwest Florida headquartered software company, records and transcribes phone calls between a business and its customers to help them improve their response quality. “At the heart, what we do is, if it’s a phone call between an enterprise and one of its customers, our software listens to the phone call and converts every word said and how it was said into an actionable database,” says founder and CTO Jeff Gallino.
Clients can configure the software—which can be individually downloaded or accessed via the cloud—to flag exact talking points, such as certain sales pitches and company policies, to analyze their overall performance. The software can also observe agent behavior to ensure customers are treated fairly.
“I like to tell people: If you had a super human being that could listen in to every conversation you’re having with customers, what kinds of questions would you ask it? And maybe more important, what kinds of information would you want it to tell you that you didn’t know?” Gallino says.
He says the software costs about 2 of an estimated 50 cents per minute that call centers charge to operate during a phone call. “That’s really cheap for the benefit,” he adds. With the information CallMiner provides, Gallino’s goal is for businesses “to have to answer fewer calls, and to answer those calls in a shorter amount of time.”
Gallino founded CallMiner in 2002 in a tiny Cape Coral office. In its startup phase, the company comprised about 10 employees total. Fast forward nearly 15 years, and the company now serves big names such as Amazon.com and Mercedes Benz, and employs more than 120 staff members across the U.S. and overseas. It has grown 65 to 75 percent in revenue over the last three years, though Gallino declines to cite specific numbers.
In late February, CallMiner moved its Lee County location for a fourth time to accommodate growth, settling into a 13,000-squarefoot facility at University Park in Fort Myers. The local staff has doubled since 2012 to some 60 employees, including remote workers who report to that office.
With plans to add up to 10 more positions this year, the company is helping to boost tech jobs in the area, which is typically dominated by the hospitality industry. CallMiner has also tapped into surrounding colleges, such as Florida Gulf Coast University, to find fresh minds through job fairs and internships.
“We are trying to create a partnership to get some of those young, bright individuals into the company early, give them an interesting job right out of college, give them that really great experience, and give us local, excited talent,” Gallino says.
As CallMiner grows its staff and business, it also prepares for change in the way the customer service industry operates. “What used to be completely dominated by phone calls is probably, in five or 10 years, going to be less so,” Gallino says, adding that customers may become more inclined to demand service digitally.
Companies will eventually want to provide consumers with a seamless customer service experience, Gallino says, adding that data revealed from CallMiner’s monitoring software helps them better understand how to do that.