Overview

An organisation came to Davies with a quality monitoring problem; only a small sample of contacts were manually reviewed for compliance. They needed to move to a statistically robust volume of contacts to be assessed for quality & compliance and wanted to reduce quality monitoring headcount resources.

Our Approach

We used speech analytics to measure agent compliance to customer authentication – in this instance for Identify & Verification checks. Speech analytics identified all the data items agents ask customers as part of the ID&V process. We implemented automated identification of data items requested by the agent in the appropriate part of the interaction.

Return on Investment

The organisation’s business rules stated that an agent should ask for 3 pieces of customer data per call. Speech analytics aggregated all the instances that an individual data item was requested and applied that as a % of all calls handled. Then aggregated all of the %s and set an individual agent target of 300. The chart below shows the results:

The findings show that Esteban &  Kevin have missed the compliance target of 300, ie, they are in breach of the organisations ID&V business rules.

The findings allowed the organisation to coach agents based on their individual coaching needs and the individual call records were available for review with the agent in coaching sessions so they could hear the failure calls.

For more details of our analytics services or to discuss how we can help you generate richer insight from your customer interactions, contact:

Lee Mostari
Director of Insights & Analytics
lee.mostari@davies-group.com

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