Finding More Answers in Analytics

  • 7 projects delivered within 12 months

  • Upskilling existing team to understand analytics  

Our expert team of analysts hold the knowledge of key CX tools and technologies with a broad commercial focus, from delivering successful projects in a wide range of organisations and sectors. 

The art of discovering ‘quick wins’ in analytics. 

Overview

Most organisations now understand that delivering change effectively is critical to their competitiveness and to the exploitation of new opportunities. But achieving this requires a mix of delivery models that balance traditional and more agile approaches.  

Our expert team of analysts hold the knowledge of key CX tools and technologies with a broad commercial focus, from delivering successful projects in a wide range of organisations and sectors. 

The Situation

When a major insurer upgraded its contact centre, it opted to include speech analytics from a leading vendor as part of the new solution to help streamline the process, and make room for larger sales opportunities.  

Because the in-house team had little experience with the technology, we were requested to support in upskilling, so that they were able to maximise opportunities with the tools they had.  

Our Approach

In our efforts to support the client in upskilling their in-house team, we identified four areas of potential ‘quick wins’ to get the entire team on board with the value of analytics, an exercise that would provide a long-lasting positive impact on the overall business model. These included monitoring compliance with key scripts and identification of vulnerable customers.  

With these delivered, we began more advanced projects, such as using analytics to understand drivers of contact and reasons for renewal. Both could then feed into wider business change for long-term business growth. 

Return on Investment

After delivering seven projects within 12 months, we then handed over the running of the analytics system to the in-house team, who had by this stage got a clear idea of what it could do and how to use it. 

Whether you need input on technology strategy or focused help to procure or implement a solution, our expert team can help. Contact us today. 

Sean Keane 

Consulting Director 

Sean.Keane@davies-group.com 

Michael Anderson 

Vice President – US/Canada

michael.anderson@davies-group.com 

  

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