Using Analytics to Determine a Quality Interaction

  • Delivered £250k annualised savings

  • Improved customer retention

Davies was engaged to help one of the UK’s largest healthcare providers to improve their Customer Experience and Quality Monitoring processes by making significant changes and automating their existing quality framework.

Our Approach

We set about improving CX and Quality Monitoring processes through thorough research, which showed us that one of the drivers of the poor customer experience came down to measuring the wrong things within their quality framework for their call centre interactions with too much reliance on compliance and not enough focus on CX.

Our recommendations focused on automating compliance steps in the quality framework with up to 80% of the current items to be scored automatically by the system and changing their scorecards to include CX measures then automate the measurement and reporting.

Return on Investment

Based on our recommendation to build in CX measures as well as compliance into the quality framework, the following components were added:

  • Agent empathy score
  • Agent courtesy score
  • An appropriate apology score

The ROI was significant. Automation delivered £250k pa in headcount savings and customer retention will provide a significant contribution to the company’s bottom line.

Contact us 

Lee Mostari
Director of Insights & Analytics
lee.mostari@davies-group.com
https://www.linkedin.com/in/leemostari/

Michael Anderson
Vice President
US/Canada
michael.anderson@davies-group.com
https://www.linkedin.com/in/michaeljohnanderson/

 

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