Automating Quality & Compliance Monitoring

  • £900k

    Increase in retention – equivalent to £900k a month

     

  • £180k

    Saving on monitoring of £180k per year

Contact us to overcome your Intelligent Automation challenges, with rapid data-driven assessment, independent advice, and transformation services.

Using automation to manage risk and support compliance

Overview

Regulated industries are only too aware that the biggest everyday risk to compliance is manual error – so intelligent automation is an obvious way to reduce that risk.

As regulatory scrutiny intensifies and the consequences of non-compliance become increasingly personal, businesses in regulated sectors are understandably seeking to reinforce their compliance efforts. For many of the clients we’ve advised on this issue, intelligent automation has proved an integral part of the enhanced response.

The Situation

One of the UK’s biggest health insurers knew its approach to quality monitoring in the contact centre was insufficient. In an extremely busy environment, managers were reviewing the equivalent of four calls per agent per month and it was taking up to six weeks from the call itself to the feedback being given to advisors.

The client wanted to use speech analytics to support automated monitoring and cover 100% of calls – so turned to Davies.

Our Approach

The solution, based on managed analytics, was delivered for claims calls within weeks and instantly gave the insurer the coverage it had sought, with high-level reports confirming compliance and providing other quality metrics on a rolling basis.

Crucially, it also meant that objective results could be returned to managers and advisors within 24 hours – providing an excellent basis for coaching.

Return of Investment

Automated monitoring was extended to the entire operation, including monitoring the support and service provided to vulnerable customers. The cost saving on quality monitoring alone was calculated at £180k a year; the insurer also saw increases in retention, equivalent to more than £900k a month.

Contact us to overcome your Intelligent Automation challenges, with rapid data-driven assessment, independent advice, and transformation services.

Chris Mcilduff
Chief Customer Officer
chris.mcilduff@davies-group.com

Michael Anderson
Vice President
US/Canada
michael.anderson@davies-group.com

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