Supporting customer collections - Davies

Sionic has become Davies Learn More

Supporting customer collections

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”.

c.14m

active customers

c.18k

employees

c.£5bn

operating income

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 solution

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

Meet our specialists

Philip Michell

View full profile

Explore more case studies

Customer Experience

Increasing Bupa’s call handling capacity and improving CX

With over 2.8 million customers in the UK alone, international healthcare provider Bupa relies on its contact centres to manage insurance claims, help customers book treatments and answer often complex enquiries.

Customer Experience

Automating Assurance – Helping a client automate their quality framework

A UK energy supplier asked us to provide analytical resource as they wanted to outsource the build of the automated quality framework in speech analytics

Customer Experience

Driving CX transformation through customer communication design for a large Insurance Business

Davies was asked to assess and then design a transformative customer communication strategy, encompassing new channels, future needs, and a cost-effective omni-channel mix, to ensure consistent, supportive experiences across all touchpoints.