April 24, 2024
The challenge
Major UK bank with 500 seat collections and debt management contact centre. Requirement to negate 30% increase in activity due to Covid-19 “payment holidays”.
Desire to leverage speech and text analytics to:
- Measure agent performance
- Ensure compliance
- Identify drivers of demand
- Improve call handling and CX
Our approach
Automated QA frameworks using speech and text analytics.
Automated identification of complaint call & vulnerable customers.
Analysed reasons for contact and identified waste demand.
Enabled agent coaching to deliver operational improvements.
Davies leveraged analytics tools to improve customer outcomes and negate a c.30% increase in QA headcount
Our impact
- 60% of quality framework automated
- AHT and FCR improved through agent coaching
- Adherence reporting established
- 30% QA headcount increase negated
