Leveraging Speech Analytics for Customer Satisfaction

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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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• Today
• - Know End Result KPIs
• 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

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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
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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 DONT 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?
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• 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
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Case Study Proof of Concept Objectives and Scope

• Objective
• Use SA to analyze a subset of Companys
  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 Companys RPC and Mini-Miranda standards. The mini-Miranda is only said on 47 of the contingency collections calls Only 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
• 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

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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.

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Analysis Process
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