1. Leveraging Speech Analytics to impact key Customer and Business drivers
Carmit DiAndrea
Director, Customer Contact Analytics
Charter Communications
2017 PACE CONVENTION & EXPO | APRIL 2-5, | TAMPA, FL

2. 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL
Agenda
Charter’s Speech Analytics Journey – 5 years +
Overview of Charter’s Speech Analytics team / Charter’s commitment to taking action on analytics
Benefits of Speech Analytics (5)
Case study review – identifying churn behaviors
Taking action on Analytics
People
Technology / tools
2017 PACE CONVENTION & EXPO | APRIL 2-5, | TAMPA, FL

3. Speech Analytics Journey
Lapse-time: years
2017 PACE CONVENTION & EXPO | APRIL 2-5, | TAMPA, FL

4. The Team – A Commitment to Action
Key Statistics (L-TWC):
Ingestion rate: 94.3% (2017 YTD)
# monthly calls ingested: 7.3 million (average 2017 YTD)
# Active / published queries: 322
Addition of L-CHTR & L-BHN would add 40% more call volume.
2017 PACE CONVENTION & EXPO | APRIL 2-5, | TAMPA, FL

5. Speech Analytics Program Benefits
Learn of key business drivers within hours not days.
Accelerated Speed to Insight
Leverage imported metadata to get exactly the calls you need – by VDN, services purchased, equipment in customer’s home, etc.
Pin-point accuracy in call targeting
Some questions are too critical to allow for any sampling error.
Data based on ALL calls
Eliminate the concern of survey participant bias; understand the correlation between customer experience and specific call events.
Unbiased view of Customer Experience
Roku trial has unforeseen issues? Negative response to the re-instatement of the $5 pay-by-agent fee? Gain awareness of these issues early before they snowball.
Automated discovery of emerging trends

6. Case Study: Pre-Churn Activities
Objectives
Understand the events & behaviors that occur in the 6 months prior to a customer disconnection.
Understand any correlation that exists between identified events / behaviors.
Methodology:
Identify study sample: 500 accounts that were disconnected (churn).
Identify potential data sources: Speech Analytics + metadata, billing systems(3), Work-order system, IVR deflection, Online customer portals, alternative channel contacts, CRM.
Identify desired data: Customer tenure, market, calls handled – date/time, AHT, content, resolution method; calls deflected – CATCODE, truck rolls – date/time, purpose, tech’s disposition; PSUs / services, equipment in home, Node / Hub, MRR, Customer Experience.
Outcome: slides containing “meaningful” findings
2017 PACE CONVENTION & EXPO | APRIL 2-5, | TAMPA, FL

7. Case Study: Pre-Churn Activities
2017 PACE CONVENTION & EXPO | APRIL 2-5, | TAMPA, FL

8. Case Study: Pre-Churn Activities
Key Finding:
Customers with a tenure of 4-9 months make a significant investment of time (# calls made) with Charter before deciding to disconnect.
2017 PACE CONVENTION & EXPO | APRIL 2-5, | TAMPA, FL

9. Case Study: Pre-Churn Activities
Key Finding:
Nearly 40% of customers who ultimately disconnect service interact with our repair agents – 3.43 calls on average in the 6 months prior to disconnect.
2017 PACE CONVENTION & EXPO | APRIL 2-5, | TAMPA, FL

10. Case Study: Pre-Churn Activities
Key Finding:
The greater the MRR / PSUs, the greater effort (# of calls) the customer is willing to make before deciding to disconnect.
2017 PACE CONVENTION & EXPO | APRIL 2-5, | TAMPA, FL

11. Case Study: Pre-Churn Activities
Key Finding:
A disproportionate # of truck rolls is occurring in (2) markets, yet is failing to prevent customer churn. This may point to a node / hub issue, equipment distribution issue, or field tech training issue.
2017 PACE CONVENTION & EXPO | APRIL 2-5, | TAMPA, FL

12. Operationalizing Findings
Question: What do we do with all these findings?
2017 PACE CONVENTION & EXPO | APRIL 2-5, | TAMPA, FL

13. Operationalizing Findings - People
Data indicated 5 unique customer churn profiles
Trained agents on those profiles – sentiment / feel of call, key phrases they are likely to use / not use, KPIs (customer tenure, PSUs, # calls and truck rolls in past 6 months).
Trained agents on unique approach to be taken with each customer churn profile / special offers to be made available to each customer churn profile.
Created a dashboard (at supervisor level) within Speech Analytics tool to indicate agent effort on calls with churn candidates:
Created queries (phonetics & metadata) to identify each churn profile
Created queries to identify agent behaviors during these calls / special offers made
Objective:
Familiarize agents with profiles of churn candidates so they can identify them and act accordingly during current interaction.
2017 PACE CONVENTION & EXPO | APRIL 2-5, | TAMPA, FL

14. Operationalizing Findings - People
Objective:
Familiarize agents with profiles of churn candidates so they can identify them and act accordingly during current interaction.
2017 PACE CONVENTION & EXPO | APRIL 2-5, | TAMPA, FL

15. Operationalizing Findings - People
Objective:
Familiarize agents with profiles of churn candidates so they can identify them and act accordingly during current interaction.
2017 PACE CONVENTION & EXPO | APRIL 2-5, | TAMPA, FL

16. Operationalizing Findings - Technology
Objective:
Simplify agent desktop to gain increased accuracy and efficiency.
2017 PACE CONVENTION & EXPO | APRIL 2-5, | TAMPA, FL

17. Operationalizing Findings - Technology
Objective:
Simplify agent desktop to gain increased accuracy and efficiency.
2017 PACE CONVENTION & EXPO | APRIL 2-5, | TAMPA, FL

18. Operationalizing Findings - Technology
Objective:
Simplify agent desktop to gain increased accuracy and efficiency.
2017 PACE CONVENTION & EXPO | APRIL 2-5, | TAMPA, FL

19. Operationalizing Findings - Technology
Objective:
Provide agents with more accurate & easy-to-use troubleshooting tool / trees.
2017 PACE CONVENTION & EXPO | APRIL 2-5, | TAMPA, FL

20. Operationalizing Findings - Technology
Objective:
Provide agents with more accurate & easy-to-use troubleshooting tool / trees.
2017 PACE CONVENTION & EXPO | APRIL 2-5, | TAMPA, FL

21. 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL
Q & A
2017 PACE CONVENTION & EXPO | APRIL 2-5, | TAMPA, FL