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Leveraging Speech Analytics for Customer Satisfaction
Presented by: Karl Walder, VP – Solutions Noble Systems Corporation
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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
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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
Today:
- Know End Result KPI’s
Average Handle Time
First Call Resolution rates
% Rework
Repeat Callers
Call Disposition Codes
- Know how to statistically measure
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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
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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
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Audio Mining the Call Flow
Verify call Intent
Compliance
Improper Call Routing
WrongDepartment
Verify Contact Information
Probe for Alternate Contact & Call Back Times
Disposition Call
Resolve
Cross Sell
ProcessHandling
Verify Contact Information
Document
Follow UpTerminate
Call
CallAnswered
First Call Resolution
Call ReasonAnd Routing
Document
Resolution
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Call Reason and Routing
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 aboutthe conversation-What was the reason for Call?-Could the call have beenIn the IVRWas the call properly routed?-Did the agent adhere toCompliance standards?
Live/Wrong Party Contact Right Party Contact
Verify Right Party Contacts
Verify call Intent
Compliance
Call ReasonAnd Routing
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Handle Other Issues
DispositionCall
Resolve
Cross Cell
Process Handling
Verify Contact Information
Document
RefusalTerminate
Call
First Call Resolution?
Document Account
CallAnswered
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
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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
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Executive Summary of Findings
Collected Revenue Analysis
Manual categorization of calls is time consuming, expensive, and ineffective. An automated review of the collections process associated with collection call standards, asking for payment, and negotiation of settlement dramatically reduced the time, expense, and error rate associated with manual categorization.Potential Revenue increase by assuring proper collections ask script compliance (Ask for Payment, etc) - $771,715 per year.
RPC - Call Handle Time Analysis
Lack of adherence to Company best practices increases overall call handle time for right party contact. Non-compliant calls adversely affect overall call handle time and increase operational costs. Reducing AHT by 5% - by focusing on script compliance - would save approximately $239,580 per year.
SKIP - Call Handle Time Analysis
Company currently passes non-contact events to collectors. An average of 20 seconds of these calls are silence. By reducing AHT on skip trace calls, Company could realize an approximate annual savings of $236,236 per year.
Compliance A large percentage of the calls are non-compliant to Company’s RPC and Mini-Miranda standards.The mini-Miranda is only said on 47% of the contingency collections callsOnly 36% of calls comply with RPC standards (two information points address and SSN)
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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 –1. Reduce call volume by adding automated IVR bill question processing2. Route calls to specialized skills associated with billing3. Cross cell on additional services4. Focus on customer retention
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• 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.
The Impact and Result
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Analysis Process
Investigate the Business Driver to determine:
• Area of impact• Other criteria that should be analyzed• Current goals
Analyze Business Goals
Identify KPI for Investigation
Review the Nexidia results
Obtain Relevant Audio and Meta
Data
• Analyze current goals and compare current results
• Determine what processes can be changed to line up goals and results
Develop KPI Investigative
Queries
• 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
Analyze Results and Derive ROI
• Continuously analyze information using ESI
• Using Trending Report, determine if results are increasing
• Reevaluate goals
• Determine if goals should be redefined
Present Analysis and ROI results
Proof of Concept
