Leveraging Speech Analytics for Customer Satisfaction Presented by: Karl Walder, VP – Solutions Noble Systems Corporation

3 What we hope to show you today… How you can apply Speech Analytics technology to dramatically increase your contact center performance and lower your costs

4 Tomorrow: Analysis of Speech to: Understand the interaction between the customer and the agent ▪ Why not FCR ▪ Proper call handing ▪ Reason for the call ▪ Are agents adhering to standards Today: - Know End Result KPI’s  Average Handle Time  First Call Resolution rates  % Rework  Repeat Callers  Call Disposition Codes - Know how to statistically measure

5 What is Speech Analytics? Speech Analytics is the process of leveraging large volumes of recorded conversations to gain actionable business intelligence to: –Reduce Operational Cost (reduced AHT, call deflection, first call resolution, transfers, etc.) –Increase Revenue –Improve Customer Satisfaction/Retention –Improve Agent Performance

6 Applying Speech Analytics Apply Speech Analytics as Part of Your Contact Center Business Assessments to: –Identify trends and reasons business performance –Increase first call resolution/reducing rework and callbacks –Reduce the volume of compliancy issues (cost avoidance) –Improve Agent training and identification of issues –Improve script adherence –Improve % of first call resolution –Increase customer service, cross selling opportunities, and collections liquidity –Compliance, validation and verification

7 Audio Mining the Call Flow Verify call Intent Compliance Improper Call Routing Wrong Department Verify Contact Information Probe for Alternate Contact & Call Back Times Disposition Call Resolve Cross Sell Process Handling Verify Contact Information Document Follow Up Terminate Call Answered First Call Resolution Call Reason And Routing Document Resolution

8 Call Reason and Routing What we KNOW based on call statistics: -DNIS and ANI -Call Hold Time -Potential update of information in Database of Record What we DON’T know about the conversation -What was the reason for Call? -Could the call have been In the IVR Was the call properly routed? -Did the agent adhere to Compliance standards? Live/Wrong Party ContactRight Party Contact Verify Right Party Contacts Verify call Intent Compliance Call Reason And Routing

9 Handle Other Issues Disposition Call Resolve Cross Cell Process Handling Verify Contact Information Document Refusal Terminate Call First Call Resolution? Document Account Call Answered What we Know Call routing reason Disposition of call Call Handle Time What we do not Know Was the agent able to answer all the customer questions. Why were they not able to execute a FCR Did they offer other products and services Was the customer satisfied with the conversation

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11 Case Study: Proof of Concept Objectives and Scope Objective: –Use SA to analyze a subset of Company’s collections campaigns and identify areas to improve collections performance. Scope: –Identify areas where SA can be used to improve overall collections performance Increase Collected Revenue Adherence to Company best practices and standards Identify successful collector practices Risk Management –Amount of audio analyzed Indexed 6,279 First Party calls and 4,504 Contingency calls –Represents 145 hours of First Party audio and 99 hours of Contingency audio Developed 3 categories for each and 30 queries over seven days Analyzed results Equivalent manual effort saved equals 3.52 man-years* *30 queries x 244 hours divided by 2080 man-hours per year

12 Executive Summary of Findings Collected Revenue Analysis Manual categorization of calls is time consuming, expensive, and ineffective. An automated review of the collections process associated with collection call standards, asking for payment, and negotiation of settlement dramatically reduced the time, expense, and error rate associated with manual categorization. Potential Revenue increase by assuring proper collections ask script compliance (Ask for Payment, etc) - $771,715 per year. RPC - Call Handle Time Analysis Lack of adherence to Company best practices increases overall call handle time for right party contact. Non-compliant calls adversely affect overall call handle time and increase operational costs. Reducing AHT by 5% - by focusing on script compliance - would save approximately $239,580 per year. SKIP - Call Handle Time Analysis Company currently passes non-contact events to collectors. An average of 20 seconds of these calls are silence. By reducing AHT on skip trace calls, Company could realize an approximate annual savings of $236,236 per year. Compliance A large percentage of the calls are non-compliant to Company’s RPC and Mini-Miranda standards. The mini-Miranda is only said on 47% of the contingency collections calls Only 36% of calls comply with RPC standards (two information points address and SSN)

13 Analysis and Action Plans 24% of all calls are associated with questions about their bill bill = OR("speak with someone about my bill", "charge on my bill", \ "question about my bill", "billing question", "showed up on my bill") Pay bill = OR("pay my bill", "would you like to pay", "pay my d s l bill") Potential Action Plan – 1.Reduce call volume by adding automated IVR bill question processing 2.Route calls to specialized skills associated with billing 3.Cross cell on additional services 4.Focus on customer retention

14 When this information is analyzed, it yields a detailed accounting of the reasons why money was not collected –Training is not effective –Incorrect processes –Not disclosing fees associated with electronic payments –Not pushing for electronic payments –Inadequate negotiation skills This enables contact center managers and executives throughout the enterprise to address the issues that limit collected revenue and to identify competitive challenges and new revenue opportunities. The Impact and Result

15 Analysis Process Investigate the Business Driver to determine: Area of impact Other criteria that should be analyzed Current goals Analyze Business Goals Identify KPI for Investigation Review the Nexidia results Obtain Relevant Audio and Meta Data Analyze current goals and compare current results Determine what processes can be changed to line up goals and results Develop KPI Investigative Queries Create new processes that will align goals and results Update and train appropriate parties on new processes Determine timeline as to when processes should be impacting change Analyze Results and Derive ROI Continuously analyze information using ESI Using Trending Report, determine if results are increasing Reevaluate goals Determine if goals should be redefined Present Analysis and ROI results Proof of Concept

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