Supporting customer collections - Davies

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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

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