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Case Study: Financial

Speech analytics improves NPS® by 3% and enables migration of 75% of agents to WaH


HGS’s application of  speech analytics addressed a company’s migration concerns while improving call quality 

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Overview

The arrival of the pandemic had a dramatic impact on many companies. For one company, contact center volumes not only dropped by 20%, the type of calls changed. To continue to deliver world-class customer service, the client was forced to shift from in-office to work-at-home operations despite compliance and security reservations. Combining speech analytics with work-at-home execution provided the client with uninterrupted service and security compliance for the client’s customers, as well as an NPS® increase from 67% to 70%.

Icon of percentage increase+3%increase in NPS
icon of shift to work at home75%of agents shifted securely to work at home
Icon of work at home100%of work-at-home agents monitored

Client background

The client is an American-based company with a long-standing relationship with HGS and currently operates in 4 locations globally.

Business challenge

Prior to the pandemic, all customer service agents worked in highly-secure office environments. . The concept of working from home was entirely new. Facilitating the agent work-at-home migration required major operational and technological changes.

Industry data security standards (PCI-DSS) were ongoing concerns in early 2020, particularly as government officials warned of increased malicious cyberactivity. With a widened organizational attack surface and agents handling personal data at home, the client was understandably nervous.

The solution

Internal and external applications of a speech analytics tool addressed the client’s concerns about agent work-at-home security and customer satisfaction during the pandemic.

Speech analytics for privacy, security, and compliance:

To facilitate work-at-home, the client first needed to upgrade several contact center systems. Once updated, HGS supplied employees with WebEx, webcams, training, new policies and procedures, two-factor authentication, and more to ensure a consistently high level of compliance, privacy, and security. Many of these items were new. Combining speech analytics with webcam audits ensured agent adherence, data security, satisfaction, and home-office hygiene (i.e., no paper, pens, cell phones, eavesdropping family members, etc.). Queries were also developed (e.g., background noise, disturbance in the line, muffled voice, sound is not clear) to evaluate technical aspects of home office configurations. Targeted support based on speech analytics findings made agents — and, in turn, customers — feel heard. Attrition and churn numbers decreased.

Speech analytics for business continuity, agent health and safety, and agent reorganization:

HGS business analysts created multiple queries to understand COVID-driven customer sentiment and call-mix changes. Using carefully selected keyword search strings (e.g., COVID nineteen, pandemic, coronavirus, lockdown, relief plan), HGS analysts were able to share real-time voice of the customer data with decision makers.

Findings revealed that calls became more complex, and that this type of inquiry that usually represent 2-3% of calls, had increased to 16-18% during Covid-19.  This prompted HGS to assign some agents to alternate queues as everyone transitioned to work-at-home.

Speech analytics for quality and customer satisfaction:

The client has used speech analytics to better understand and serve its customers since 2017. Customer complaints are typically the focus of the queries. Findings led to improvements in training, coaching, and scripts, for example. The entire management team has access to speech analytics.

When agents started work-at-home, instead of relying on traditional quality and performance monitoring (i.e., retroactive call samples), HGS mined 100% of real-time interaction data. Using speech data enabled the team to make dozens of tweaks to the operational approach, to maintain service levels, and to improve customer satisfaction.

Results

The pandemic brought much uncertainty, but speech analytics inspired confidence in decision making. Data helped the client to keep agents safe and to deliver excellent customer service.

Customer wins

100%of service and quality levels achieved despite a reorganization to address volume shifts and agents’ own COVID-19 concerns

100%work-at-home agents monitored
for security compliance with speech analytics

Client wins

+3%increase in NPS®
despite a major shift in call types due to the pandemic

100%of real-time customer interactions reviewed with speech analytics to gauge satisfaction and learn from the voice of the customer (compared to the original approach of sampling ~20% of calls retroactively)

Global locations

USA • UK • Canada • India • Philippines • Jamaica • Australia • Colombia

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