revolutionising quality monitoring with interaction analytics

1© 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

REVOLUTIONISING QUALITY MONITORING WITH INTERACTION ANALYTICS

2© 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.Confidential and Proprietary2

AGENDA

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OPPORTUNITIES ARE HIDDEN WITHIN CONVERSATIONS

Your Company

Your Customer

Your ProspectYour Prospect

Your Customer

Your CustomerYour Customer

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UNCOVERING THE OPPORTUNITIES WITHIN CONVERSATIONS

“Good morning, I called you yesterday to understand what the status if of my request but it seems it is still unknown.”

No First Contact Resolution!

“I’m really unhappy with the service I’m getting from your company and I’m not sure what to do!”

Customer likely to churn!

“I have a question about the delivery of my package but also want to know something about another product.”

Multiple call reasons!

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POLL QUESTION

◉ Approximately what percentage of the interactions that your contact centre(s) handle are evaluated for quality purposes?

A. One percent or less

B. One to two percent

C. Between two and five percent

D. Between five and ten percent

E. More than ten percent

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THE PROBLEMS WITH TRADITIONAL QUALITY MANAGEMENT

Random Sampling

CallRecordings

o Manual, labour intensive

o Only feasible to review 2% or less of randomly selected calls

o Other contact channels monitored separately, and even less frequently

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THE PROBLEMS WITH TRADITIONAL QUALITY MANAGEMENT

• Typical traditional quality evaluation criteria:• Definitions are vague

• Multi-dimensional

• Not linked to behaviors

• Typical traditional evaluation form questions:• “Did the Agent maintain a friendly and helpful tone throughout the call?”

• “Did the Agent stay focused and attentive to the customer?”

?

?

Subjective evaluation criteria leads to disagreements about evaluation results among both evaluators and agents and makes objective measurement difficult

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THE SOLUTION: INTERACTION ANALYTICS

Increased Sales Conversion

Reduction in handle time

Increase revenue, reduce costs and improve the customer experience by understanding the true meaning of all contact center conversations

Customer Satisfaction Improvement

11%

29% 23%

101010

•The ability to analyse all conversations across all channels of contact in exactly the same way using a single application

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2Highly reliable identification of pre-defined topics for categorisation of contact reasons and automated Quality Management

3 Automatic discovery of emerging trends and unexpected events that aren’t pre-defined by users

THREE KEY INTERACTION ANALYTICS CAPABILITIES

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APPLICATIONS FOR ANALYZING INTERACTIONS

Text Analytics Speech AnalyticsSpeech and Text Analytics

are usually two separate applications.

When text interactions are analysed separately from calls,

it is nearly impossible to detect trends occurring across all conversations.

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UNIFIED ANALYSIS OF ALL CONVERSATIONS

Interaction Analytics

It’s crucial to be able to analyseall conversations across all channels

in exactly the same way using a single application

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EXTRACTING BUSINESS VALUE FROM CONVERSATIONS

Interaction Analytics deliver business results in three primary ways:

1. Categorising conversations by topics discussed

2. Automatically discovering emerging trends

3. Searching for words or phrases within interactions

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book morning now they i help you can the billing question they tick two the provider sure put transferring flue cow please hold

good morning. how may i help you. i have a billing question. may i speak to a supervisor. sure i am transferring you.

Phonetics

Speech-to-Text (LVCSR)

Speech-to-Phrase Recognition™

g o k b u r n n g h o q w y i h u l k you i h e v e a b I k l I n q e e t I y o n w a y i s t e a t o a supervisor s h u r i a w t r n h f h r r z n

how may I help youhow may I help you I have a billing question

how may I help you I have a billing question May I speak to a supervisor

how may I help you I have a billing question may I speak to a supervisorI am transferring you

The “Truth”(what was actually said during the conversation)

100%!

Patented

SPEECH ANALYTICS TECHNOLOGY CHOICES


ANALYTICS-DRIVEN QUALITY MANAGEMENT BEST PRACTICES

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ANALYTICS-DRIVEN QM BEST PRACTICES

• Agent Performance

• Greeting

• Contact Reason/Type

• Air Travel

• Billing Issue

Topic Mapped Phrases

• Thanks for calling

• How may I help you?

Greeting

Air Travel

• I’d like to reserve a flight

• For each additional checked bag

Billing Issue• I have a question about my bill

• Why am I being charged for….

Step 1: Define all quality criteria and conversation topics as phrases

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Step 2: Automatically evaluate 100% of interactions to detect those phrases

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Step 3: Measure agent performance by topic to target coaching

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AHT

CSAT

FCR

Sales

Air

Tra

vel

Bill

ing

Issu

e

Web

site

Is

sues

Ref

un

d


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•Step 4: Precisely Target Training, Coaching and eLearning Accordingly


ANALYTICS-DRIVEN QUALITY MANAGEMENT SUCCESS STORIES

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CASE STUDY: INTERNET SERVICE PROVIDER

Speech Analytics Reduces Average Handle Time by Seven Percent

“Every extra second we spend on the phone costs us money, so Speech Analytics starts exponentially saving us money.”

Matthew TooheyChief Information Officer, iiNet

Challengeso QM team only manually sampling less than 1% of interactionso Able to understand the Who, What, Where and When of every

conversation, but not the WHYo High Average Handle Times (AHT)

Solutiono Monitoring 100% of calls with Speech Analyticso Transitioned QM from random sampling to selective reviewing of

what are automatically flagged as important interactions to evaluate

o Automatically identifies issues and provides targeted agent training

Resultso 4.4% reduction in AHT two weeks after training pilot group

(business case objective was 3% reduction to deliver ROI) o 7% AHT reduction across all customer support call centers

(a savings of nearly $3 Million USD / £ 2,271,325)

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CASE STUDY: INSIDE SALES ORGANIZATION

Speech Analytics Boosts Revenue by USD $7,200 / £ 5,451 per Agent per Year

“The biggest benefit of Genesys Speech Analytics is establishing a Quality Management function without having to staff a whole department.”

Nathan Schnell Director of Business Intelligence, Neutron Industries

Challengeso Impossible to evaluate more than 2% of randomly selected callso Inability to systematically assess and improve agent performanceo Poor sales conversion rates

Solutiono Monitoring 100% of calls with Speech Analytics

Resultso Doubled email acquisition rate from 40% to 80%o Increased sales conversion by 29%, featured product sales by 37%o Boosted annual revenue:

o USD $576,000 / £ 436,094 totalo USD $7,200 / £ 5,451 per agent per year

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CASE STUDY: DEBT COLLECTION ORGANIZATION

Speech Analytics-Driven QM Increases Revenue by 20% while Improving Compliance to 99%

“Speech analytics enables HRRG to measure and monitor agent performance on every call, in exactly the same way for each agent, which was impossible for us to do previously usingtraditional methods.”

David Friedlander, President, HRRG

Backgroundo Collection agencies are legally required to introduce every call

to a debtor with a “mini-Miranda statement” o “This is an attempt to collect a debt. Any information

obtained will be used for that purpose.”

Challengeso Traditional QM process only able to evaluate 1% of callso Impossible to monitor agent performance effectivelyo Difficult to identify critical agent skills for successful

collections and increase revenueo On average across their two contact centers (in Florida and

California) only 17% of their agents were complying with the mini-Miranda legislation, 83% were out of compliance

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BASELINE PERFORMANCE

In Florida and California, 17% of agents likely in compliance, 83% out of compliance

0%

20%

40%

60%

80%

100%

akm axe cxv dam dds dxj epr gmh jaj jxb kjc mlr mle nmc rms snm tdd tsr vmb

Initial Agent Compliance: California

0%

20%

40%

60%

80%

100%

Initial Agent Compliance: Florida

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PERFORMANCE AFTER TWO MONTHS OF ANALYTICS-DRIVEN QM

0%

20%

40%

60%

80%

100%

akm axe cxv dam dds dlc dxj epr gmh jaj jxb mlr mjb mle nmc rms snm tdd tsr vmb

Agent Compliance Two Months Later: California

0%10%20%30%40%50%60%70%80%90%

100%

Agent Compliance Two Months Later: Florida

In Florida and California, vast majority of agents in compliance

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CASE STUDY: DEBT COLLECTION ORGANIZATION

Speech Analytics-Driven QM Increases Revenue by 20% while Improving Compliance to 99%

“Speech analytics enables HRRG to measure and monitor agent performance on every call, in exactly the same way for each agent, which was impossible for us to do previously usingtraditional methods.”

David Friedlander, President, HRRG

Solutiono Automatically evaluating 100% of calls o Identified critical skills for agent successo Focused coaching/training of key skills to agents who need ito Automated, precise agent skill & compliance monitoring

Resultso Improved compliance from 35% to 87% in FL, 59% to 99% in CAo 13% improvement in key agent skill usage, promoting 32% more

phone paymentso 20% increase in revenue collected ‒ an additional

USD $3,000 / £ 2,271 per agent per month

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EVALUATE ALL INTERACTIONS TO STOP MISSING OPPORTUNITIES

“Injecting analytics into the QA process yields a range of benefits: o Allows companies to cost-effectively evaluate 100 percent of all customer interactions; o Gives managers a clearer picture of both customer issues and agent performance; o Improves agent performance…; o Automates the process of identifying…trends and opportunities; o Makes supervisors more productive“

Source: http://www.speechtechmag.com/Articles/Column/The-Business-Case/Analytics-Enabled-QA-Its-Time!-105589.aspx

‒ Donna Fluss, President, DMG Consulting

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QUESTIONS?

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THANK YOU

revolutionising quality monitoring with interaction analytics

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