Transcript Calling for More Than Quality Assurance By: Eyal Rudnik, Product Marketing NICE Systems.

Calling for More Than Quality
Assurance
By: Eyal Rudnik, Product Marketing
NICE Systems
Interaction Analytics
enables:
• Improved quality of
service
• Better intelligence for
enterprise
• Compliance and risk
management
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Precision Monitoring/ Analytics
Below Average
Poor
Lower Revenues
Increased Costs
Reduced Customer Sat
Above Average
Good
Increased Profits
Reduced Costs
Improved Customer Sat
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Precision Monitoring and Analytics
• Focus on meaningful interactions
• Perform root-cause analysis
• Shorten the time it takes for
corrective action
• Use knowledge to influence future
processes & interactions
Switch from focusing on “What happened?” to
“Why it happened?” and “What is likely to happen?”
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Customer Behavior Modeling
• Understand customer intent
• Determine satisfaction drivers
• Manage the experience
– Service level
– Quality of the interaction
Concerns Competitor & Termination
References
Raised
Customer
Trends &
Signals
Opportunity
Window
Proactive Opportunity
Window
Questions about
Value & Fees
• Predict behavior
– Churn probability
– Purchasing patterns
– Preferences
Churn
Alert
Poor Account
Balance Trends
!
Early Intervention Alert
Intervention Alert
“Firms must model customer behavior, turn analysis
into action and revise constantly …”
- Forrester Research
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The Enterprise
Behavioral
Modeling
Emotion
Detection
Competitive
Intelligence
Script
Adherence
Root
cause
Contact
Center
Call Flow
Analysis
Fraud
Detection
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 Speech Analytics
 Customer information
 Historical transactions
 Emotion Detection
 Talk Analysis
 Screen-events
 Data extraction
INTERACTION
ANALYTICS
Feedback on:
 Quality of service
 Product and services
 Marketing Campaigns
 Queue time  Transfer
 Ring time  Hang-up side
 Hold
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A few examples to unlock
imagination…
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leading healthcare insurer : Over 350 agents, 4 million calls and 115 million claims
handled per year.
Challenge: Manage call influxes to improve service and reduce avoidable calls
Solutions:
– Audio Analysis analyzes influxes of calls associated with new member plans to identify
questions being asked and improve marketing communications
– Audio Analysis pinpoints calls related to medical procedures that are prone to costly
claims appeals. Identified scripting for agents that resulted in reductions in claims.
– Screen Analysis tags interactions with Customer ID for quick claims and dispute
research
Business Impact:
– Reduced total call volume associated with new health plan groups by 5%
($18,000/year)
– Reduced post-mailing call volume by 30% immediately
– Reduced medical appeals exposure by 3% per year
– Identified potential legal exposure from marketing communication – saved loss of
+$2mm
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One of the largest retailer: employing over 325,000 associates.
Challenges: Increase up-sell / cross-sell success and decrease cancellations of sales
orders, Third party IVR customer surveys very costly, time intensive, and slow to
deliver insights.
•
Solutions:
– Identified Sales interactions (Audio Analysis) that did not result in a sale (Screen
Analysis)
– Precision Monitoring conducted to assess Sales specific skills
– Best practices call library used to share examples of excellent selling techniques
•
Results:
– An average sales associate estimated increase in sales by more than $244,000
annually by improving critical sales quality elements.
– Sales uplift for bottom third of associates is more than $3.05 million estimated for
first year.
– Cost savings of over $200K per year through improved survey process.
– Identified conciliatory offers losing the company money vs. retaining customers
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Q&A…
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