Quality Monitoring/Speech Analytics
| Project Background | A large ILEC/CLEC that provides voice and data services to several hundred thousand customers. |
| Business Challenge | • Call centers were supported by a Central Office switch with ACD software providing only limited capabilities and management information • Agent desktop application environment was very complex which led to higher than average error rates and handle time • Company required a fully integrated contact center technology and desktop solution to enhance the customer experience |
| Project Approach | Within 2 months, in conjunction with the client, we: • Developed corporate vision of customer care • Conducted a needs assessment • Developed high-level technology requirements based on the corporate vision • Created a business case for recommendations • The project team presented the business case to executives and gained approval • In three months, a three person consultant team worked with the client to define requirements, develop RFPs, review vendor presentations, and negotiate contracts • The project team worked with the vendor to assist in implementation and acceptance of the new solution through 2 phases. |
| Business Benefits | • The client saw increased sales and decreased costs within the first quarter following implementation • The client leveraged the improved reporting and customer insight capabilities of the new system to identify repeat caller issues and developed action plans which reduced repeat calling rates by 30%. |
| Project Background | A major provider of financial services to students and education lenders. The company was operating 4 isolated call centers throughout the country. Growth through acquisition had created a customer service technology environment that was fragmented, outdated, and forced inefficient use of resources. |
| Business Challenge | Create an environment where: • All contact centers could work together as one • Technology was scalable • Technology could support not only the call center but non-call center employees and executives |
| Project Approach | • Working with client executives, the project team defined a vision for customer service and developed high-level technology requirements that support the vision • The project team presented the business case to the Board and gained approval • The team developed RFPs, facilitated vendor presentations, and negotiated contracts • The team was also engaged to work with the vendor to implement and gain acceptance of the new solution |
| Business Benefits | • In 5 months, the project went from initial discussion of vision to Board request for funding to receiving live calls in the first call center • Second site was live and operational only 4 weeks after first site • As result of having clearly defined vision and technology plan client was able to roll-out new solution to the remainder of the organization – over 2,000 employees, a total of 800 call center agents , adding WFM, predictive dialing, and QA monitoring- quickly, using internal staff, at significant savings (ROI to client from consultant services estimated at over 600%) • Substantially increased customer satisfaction, improved calls/account ratio, and reduced cost of service/account by using improved management information capabilities |
| Project Background | A division of a major cable operator serving over 500,000 subscribers in a metropolitan region. The division provides video, high speed internet and digital phone products to both residential and commercial customers |
| Business Challenge | • High customer contact rate (over 150%) has led to poor service levels and high abandonment rates • Little visibility on why customers are calling |
| Project Approach | • Based on an eight week call center assessment engagement, identified need to determine call drivers thus allowing the client to develop action plans to reduce calls • Assessment team recommended the use of Speech Analytics to identify call reasons • 4 person project worked with client to identify over 20 call categories and subcategories • Team built over 400 patterns and tuned the speech recognition engine for use within the geographically region • Team developed and deployed custom dashboards and searches highlighting the areas for the executives to address |
| Business Benefits | • Expected benefits from the engagement include: • Increase awareness of call drivers • Outline action plan to address call volume • Reduction of contact rate to the corporate average of approximately 70% |
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