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Leveraging Speech Analytics for Customer Satisfaction. Presented by: Karl Walder, VP – Solutions Noble Systems Corporation. What we hope to show you today…. How you can apply Speech Analytics technology to dramatically increase your contact center performance and

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leveraging speech analytics for customer satisfaction

Leveraging Speech Analytics for Customer Satisfaction

Presented by: Karl Walder, VP – Solutions

Noble Systems Corporation

what we hope to show you today
What we hope to show you today…

How you can apply Speech Analytics technology to dramatically increase your contact center performance and

lower your costs

slide4

Today:

  • - Know End Result KPI’s
    • Average Handle Time
    • First Call Resolution rates
    • % Rework
    • Repeat Callers
    • Call Disposition Codes

- Know how to statistically measure

  • Tomorrow:
  • Analysis of Speech to:

Understand the interaction between the customer and the agent

      • Why not FCR
      • Proper call handing
      • Reason for the call
      • Are agents adhering to standards
what is speech analytics
What is Speech Analytics?
  • Speech Analytics is the process of leveraging large volumes of recorded conversations to gain actionable business intelligence to:
    • Reduce Operational Cost (reduced AHT, call deflection, first call resolution, transfers, etc.)
    • Increase Revenue
    • Improve Customer Satisfaction/Retention
    • Improve Agent Performance
applying speech analytics
Applying Speech Analytics
  • Apply Speech Analytics as Part of Your Contact Center Business Assessments to:
    • Identify trends and reasons business performance
    • Increase first call resolution/reducing rework and callbacks
    • Reduce the volume of compliancy issues (cost avoidance)
    • Improve Agent training and identification of issues
    • Improve script adherence
    • Improve % of first call resolution
    • Increase customer service, cross selling opportunities, and collections liquidity
    • Compliance, validation and verification
audio mining the call flow

Verify call Intent

Compliance

Call Reason

And Routing

Improper Call Routing

First Call Resolution

Call

Answered

Process

Handling

Wrong

Department

Verify Contact Information

Verify Contact Information

Resolve

Probe for Alternate Contact

& Call Back Times

Cross Sell

Terminate

Call

Disposition Call

Document Resolution

Document Follow Up

Audio Mining the Call Flow
call reason and routing

Verify call Intent

Compliance

Call Reason and Routing

Verify Right

Party Contacts

Call Reason

And Routing

Live/Wrong Party Contact

Right Party Contact

What we KNOW based

on call statistics:

-DNIS and ANI

-Call Hold Time

-Potential update of information

in Database of Record

What we DON’T know about

the conversation

-What was the reason for

Call?

-Could the call have been

In the IVR

Was the call properly routed?

-Did the agent adhere to

Compliance standards?

slide9

Call

Answered

Terminate

Call

  • What we Know
  • Call routing reason
  • Disposition of call
  • Call Handle Time
  • What we do not Know
  • Was the agent able to answer all the customer questions.
  • Why were they not able to execute a FCR
  • Did they offer other products and services
  • Was the customer satisfied with the conversation

First Call Resolution?

Process Handling

Verify Contact Information

Resolve

Cross Cell

Document

Refusal

Document

Account

Handle

Other Issues

Disposition

Call

case study proof of concept objectives and scope
Case Study: Proof of Concept Objectives and Scope
  • Objective:
    • Use SA to analyze a subset of Company’s collections campaigns and identify areas to improve collections performance.
  • Scope:
    • Identify areas where SA can be used to improve overall collections performance
      • Increase Collected Revenue
      • Adherence to Company best practices and standards
      • Identify successful collector practices
      • Risk Management
    • Amount of audio analyzed
      • Indexed 6,279 First Party calls and 4,504 Contingency calls
        • Represents 145 hours of First Party audio and 99 hours of Contingency audio
      • Developed 3 categories for each and 30 queries over seven days
      • Analyzed results
      • Equivalent manual effort saved equals 3.52 man-years*

*30 queries x 244 hours divided by 2080 man-hours per year

analysis and action plans
Analysis and Action Plans
  • 24% of all calls are associated with questions about their bill
  • bill = OR("speak with someone about my bill", "charge on my bill", \ "question about my bill", "billing question", "showed up on my bill")
  • Pay bill = OR("pay my bill", "would you like to pay", "pay my d s l bill")
  • Potential Action Plan –
  • Reduce call volume by adding automated IVR bill question processing
  • Route calls to specialized skills associated with billing
  • Cross cell on additional services
  • Focus on customer retention
slide14

The Impact and Result

  • When this information is analyzed, it yields a detailed accounting of the reasons why money was not collected
    • Training is not effective
    • Incorrect processes
    • Not disclosing fees associated with electronic payments
    • Not pushing for electronic payments
    • Inadequate negotiation skills
  • This enables contact center managers and executives throughout the enterprise to address the issues that limit collected revenue and to identify competitive challenges and new revenue opportunities.
analysis process

Analyze

Business Goals

Obtain Relevant Audio and Meta Data

Present Analysis and ROI results

Analyze Results and Derive ROI

Identify KPI for Investigation

  • Analyze current goals and compare current results
  • Determine what processes can be changed to line up goals and results

Proof of Concept

  • Continuously analyze information using ESI
  • Using Trending Report, determine if results are increasing

Review the Nexidia results

  • Investigate the Business Driver to determine:
  • Area of impact
  • Other criteria that should be analyzed
  • Current goals
  • Reevaluate goals
  • Determine if goals should be redefined
  • Create new processes that will align goals and results
  • Update and train appropriate parties on new processes
  • Determine timeline as to when processes should be impacting change

Develop KPI Investigative Queries

Analysis Process
slide16

Q

&

A

p: 888.8NOBLE8

e: info@noblesys.com

w: www.noblesys.com