Minacs’ Speech Analytics Solutions: Using “Voice of the Customer” to Guide Business Direction

Analyze Causes of Customer Calls and Call SpikesIdentify and address de�ciencies in product, documentation, customer training, or other systems that are driving higher call rates. Fine tune your internal training.

Control Cost of ServiceIdentify and isolate high-cost service calls and analyze agent-customer interactions to improve agent performance, identify training issues, and expose procedural ine�ciencies. Enhance the service experience.

Understand and Reduce Customer DissatisfactionIdentify dissatis�ed callers, and then group calls into speci�c causes of discontent. Turn unhappy customers into loyal and positive references.

Customer RetentionIdentify and group calls based on marketing or retention o�ers discussed. Spot missed opportunities, gauge customer reaction to special o�ers, and compare various strategies. Make informed pricing adjustments and tune agent training to improve customer retention.

Enhance Market & Business Intelligence

Ensure processes in the contact center are e�cient, streamlined, and consistent. Achieve process improvement by identifying issues, measuring the current state, determining the change required, implementing new processes, conducting regular checks, and measuring success. Monitor how new guidelines are being followed and how well they are working.

Improve Operational Efficiency

Improve Customer ExperienceMinacs’ speech analytics solutions automate listening and

reviewing recorded calls at lightening speed!”

This technology can deliver superior value by mining the untapped wealth of information that lies buried in thousands of hours of unstructured recorded call data. This information provides important business intelligence that can be used to improve operational e�ciency and customer experience, streamlining contact center processes and boosting agent performance.

Our solutions provide bene�ts in:

• Business process integration

• Continuous improvement

• Cultural integration

• Standards enforcement

• Systems integration

Legal/ComplianceUse Cases

Use speech analytics to strictly adhere to legal regulations:

• Customer identity protection

• Standards and regulation enforcement

• E-discovery compliance

Minacs’ speech analytics solutions support more than 33 languages, including Dutch, English(North American), English (UK), German, Japanese, Mandarin, and Spanish (Latin American).

Key Advantages• Reduce costly calls and focus agent involvement • Accurately assess call-handling metrics • Meet compliance standards• Adhere to audit standard and government regulations• Maximize value per contact in terms of up-sell and

cross-sell success • Reduce costly turnover through targeted training and coaching

Multilingual Support

Analyze Consumer Reaction/Acceptance Get immediate access to valuable information contained in call recordings and isolate calls on any problems with new or recently changed products.

Analyze Marketing Campaign E�ectivenessIsolate and drill down to calls where customers expressed either speci�c satisfaction (great pricing, helpful information) or dissatisfaction (o�er wasn’t clear, terms were not attractive) with the campaign. Hear the customer’s voice.

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Minacs’ Speech Analytics Solutions: Using “Voice of the Customer” to Guide Business Direction

Improve First-Call Resolution RateManagement challenge:Ineffective call-handling tools may limit an agent’s ability to close issues efficiently.

Identify the key contributors to resolve the issues and then test the effectiveness of the solution.

Speech analytics application:A speech analytics solution quickly categorizes calls based on these criteria, immediately reports on repeat calls, and quantifies the percentage of customers calling more than once to resolve an issue.

This data can be used to understand why calls are transferred; whether it is a warm or cold transfer; and whether a correlation exists.

Minimize Agent InteractionManagement challenge:Live-agent interactions are the most expensive resource for handling customer issues. No matter how clear the documentation or other information provided, customers will still need a way to contact the company.

Deflecting calls as appropriate from a live agent to a less expensive medium, such as online help or an interactive voice response (IVR) system, can help minimize the cost of these contacts.

Speech analytics application: Customer survey initiatives and call monitoring can be expensive,time-consuming, and may not result in identifying a pattern.

Our solutions enable our clients to identify and prioritize call drivers in order to focus call reduction efforts.

Improve Up-Sell ResultsManagement challenge:Every customer contact is an opportunity. For contact centers whose primary function is sales, successful up-selling can significantly improve the return on investment. Measuring and tuning up-selling efforts can be critical to improving overall profitability.

Contact UsContact us for a complimentary demonstration and consultation and to find out how Minacs uses the power oftechnology to transform contact center businesses.

Maurice Da Silva, Executive Director, Technical ServicesPhone: 905.440.7635 Mobile: 905.999.1171 Email: maurice.dasilva@minacs.adityabirla.com

Website: www.minacs.adityabirla.com

About Minacs

As a leading provider of customized business process outsourcing (BPO) solutions, Minacs is focused on four core areas of capability: customer relationship management, integrated marketing services, knowledge and process outsourcing, and IT solutions and services.

We combine our expertise in these areas to improve revenue, customer service, and operating margin for our clients.

Minacs has 13,000 employees operating from locations in North America, Europe, and Asia. We have established successful industry practices with clients in the manufacturing/automotive, financial services, insurance, telecom, and technology verticals. For more information, please visitwww.minacs.adityabirla.com .

Speech analytics application:Our speech analytics solution can categorize calls to determine which up-sell attempts were successful, and then correlate these with specific agents and products or offers.

Targeted listening further helps clients understand the approaches, facilitating informed adjustments.