Voice Analytics Respond, Recover, Thrive with TrueVoice ... · Keir Woolhouse, Interaction Analytics Specialist, Risk Advisory Keir has more than 25 years' experience working in the

Respond, Recover, ThriveChannel Islands Advisory digital

transformation webinar series19 June 2020

Voice Analyticswith

TrueVoice™

© 2020 Deloitte LLP. All rights reserved.

Contents

01

03

02

Introduction

• Introducing your team today

• Recover and Thrive through digital transformation

Q&A

Main Presentation

• Voice Analytics with TrueVoice™

1© 2020 Deloitte LLP. All rights reserved.

Introduction


Our digitally themed webinars focus on Recovery as a journey highlighting how having a clear digital strategy in place is more important than ever

1 – Understand the Required

Mindset Shift

3 – Embed Trust as the

Catalyst to Recovery

2 – Identify and Navigate

the Uncertainties and

Implications

4 – Define the Destination, and

Launch Recover Playbook

OUR WEBINARS SUPPORT FIVE IMPERATIVES WITHIN “RECOVER” TO GUIDE THE BUSINESS FROM “RESPOND” TO “THRIVE”

R E C O V E R

R E S P O N D

T H R I V E

Future of Work

Understanding RPA, Cognitive &

Intelligent Documentation RPA – scaling and digital roadmap

CBS – Building digital workflows

5 – Learn From Others’ Successes

Cyber Response

Intelligence Services

Customer Support

Future of Work

TrueVoice™

R E S I L I E N T L E A D E R S H I P : B U S I N E S S R E C O V E R Y F R O M C O V I D - 1 9

© 2020 Deloitte LLP. All rights reserved. 3

Shaping the Future through Digital Business






Voice Analytics with

TrueVoice™


Why Voice Analytics?

>67% of inbound interactions are telephone calls... with a human!¹

<2% of calls evaluated

¹Source: ContactBabel – UK CC DMG 2019-20 v2


Our perspective – key pain points we are seeing in the contact centre market

Addressing regulatory

requirements

Delivering statistically robust

Quality Monitoring

Managing increased and

changing demand

Controlling cost

Planning and

maintaining ‘right-

channeling’

Maintaining consistency

COVID-19’s impact on Contact Centres Safety, behaviours, virtualisation, digitisation, automation, etc.

£

Overseeing Bot interactions


TrueVoice™: Interaction Analytics as a Managed Service

Using TrueVoice, we work with clients to deliver value in 3 key ways:

PROTECT NURTURE SAVE

Mitigate risk - monitor all customer

interactions and flag potential issues.

Optimise customer service and sales –

robust Quality Monitoring, etc.

Identify issues/failure cost and their

root causes – recommend course of

action.

£

Gaining ‘actionable insight’ from their

unstructured customer ‘interaction’ data

The fundamental business issue we

address for our clients remains

constant:

1 2 3


TrueVoice™ Solution

Processing elements Outputs Received

Transcription - Voice to text

• Transcription with seeded words,

acronyms, names, etc.

Audio recording, playback and transcription

Call triage based on risk scores, topics,

themes and trends.

Demand Drivers – Operational Insights

Reporting at multiple levels based on

individual, team, region, product, etc.

Machine Learning Models / Use

cases

Complaints (dissatisfaction)

Complaints (regulatory)

Reason for Call (including multiple intents)

Compliance

Operational Efficiency

Vulnerable customer

Audio quality assessment

Automated Agent Quality

Multiple Disclosures

Agent effectiveness / efficiency

Emotion journey

Audio

Recordings

Metadata/

CRM Data

TrueVoice

Basic Speech

Analytics

Natural Language Processing

Stemming and lemmatisation

Topic modelling

Uncovers hidden semantic structures

within text bodies

Vocal Emotion detection

Anger, sadness, happiness,

neutrality, anxiety

Vulnerability, misunderstanding,

complaint indicators

User

Generalist Data Scientist

Data Hub

Customer insights and model predictions

can be integrated with client’s enterprise

tools for further insights.

Machine Learning

Feedback loop for Proactive

Model Management

• Speech to text / transcription

• Disclosure search pack hits

• Fuzzy text search results

Behavioural AnalysisLanguage Analysis

What was said?

How it was said?

Data Inputs

Outcome-driven data

Direct

Output

One-dimensional data

Front-end

(Web dashboard)

Where should I focus?

Negative Emotion – Customer Experience

Agent performance - Quality

Complaints and High Risk – Compliance

Search packs

• Fuzzy text searching

• Identification of disclosures and key

terms/phrases’


TrueVoice™ application example – ‘Value/Irritant’ Analysis

Customer Perspective

Bu

sin

ess

Pers

pecti

ve 20%10%

50%

Automate

Simplify Resource

Value

Irri

tan

t

Irritant

Valu

e

20%

Eliminate

Call ReasonNew account registrationManaging accountFunds & InvestmentsCharges, fees & taxesAdding & withdrawing moneyWebsite issueGeneral enquiryOther

Value/IrritantMutual ValueMutual IrritantBusiness Value/Customer IrritantBusiness Irritant/Customer Value

Example TrueVoice Report


PROCESS AUTOMATIONOPERATIONAL EFFICIENCIES CUSTOMER INSIGHTS

19.8%Identified calls for

channel shift 10x More likely to identify customer

dissatisfaction 70%Quality Monitoring (QM)

process automation

• 10x more likely to identify dissatisfaction

• 3x more likely to detect customer confusion

• Insights now cover in-house/outsourced centres,

agent, team, competitor mentions, customer journey,

etc.

• Identified 19.8% of calls for channel shift

• Exposed 2.3% of dead time to eliminate

• Delivered 6% reduction in Average Handle Time

(AHT) by improving process and agent training

• Monitoring and evaluation of interactions increased

from 2 to 100%

• 70% of QM processes automated

• Identifies and analyses multiple contact reasons

<2% calls sampled and

evaluated manually.

Subjectivity an issue

Automated monitoring of 100% of

interactions pinpoints outliers and

areas of interest for review

Minimal comprehension of

interactions

Before TrueVoice™ Low

coverage providing incomplete

picture of demand drivers &

interactions

With TrueVoice™100% coverage generating rich

actionable insight

Transformation impossible –

decisions largely based on

assumptions

Transformation achieved.

Underpins Optimum Operating

Model

Before TrueVoice™ Based

on random sampling and often

subjective opinions

Before TrueVoice™ Manual process

With TrueVoice™Optimised QM

Client Outcomes

With TrueVoice™Blanket coverage and

objective insight based on

outcome modelling

TrueVoice™ Value ExtractionExamples featuring recent client statistics

Surfaces insights of interest (inc.

emotions and sentiment, etc.) as

well as emerging trends


For further information please contact

Keir Woolhouse, Interaction Analytics Specialist, Risk Advisory

Keir has more than 25 years' experience working in the global contact centre industry. During the past 6 years Keir's key area of focus has been the application of interaction analytics to help clients underpin and deliver operational efficiency, mitigate risk and increase revenues.

Shane Wallis, Senior Manager, Risk Advisory

Shane is a contact centre and speech analytics specialist. He has over 25 years’ industry experience, having worked in and sold speech analytics to contact centres. Shane works with the TrueVoice team helping customers better understand behaviour and emotion to improve their business.


This publication has been written in general terms and we recommend that you obtain professional advice before acting or refraining from action on any of the contents of this publication. Deloitte LLP accepts no liability for any loss occasioned to any person acting or refraining from action as a result of any material in this publication.

Deloitte LLP is a limited liability partnership registered in England and Wales with registered number OC303675 and its registered office at 1 New Street Square, London, EC4A 3HQ, United Kingdom.

Deloitte LLP is the United Kingdom affiliate of Deloitte NSE LLP, a member firm of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee (“DTTL”). DTTL and each of its member firms are legally separate and independent entities. DTTL and Deloitte NSE LLP do not provide services to clients. Please see www.deloitte.com/about to learn more about our global network of member firms.

© 2020 Deloitte LLP. All rights reserved.

Documents

Voice Analytics Respond, Recover, Thrive with TrueVoice ... · Keir Woolhouse, Interaction Analytics Specialist, Risk Advisory Keir has more than 25 years' experience working in the