7 noble paul wood collections (4 3) revise 51015
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Real Time Speech Analytics; The Next Big Thing in Customer Contact Strategy Paul Wood Noble Systems CCRi – 6 th October 2015
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Transcript of 7 noble paul wood collections (4 3) revise 51015
Real Time Speech Analytics;
The Next Big Thing in Customer Contact Strategy
Paul WoodNoble SystemsCCRi – 6th October 2015
MultichannelCollection
Technologies
MultichannelCollection
Technologies
Speech Analytics Software Today• How many of you have an active deployment?• How many will in 2016?• How many never seen a system in action?• How many never heard of it before now?
Speech Analytics Basics• Call recordings broken into Phonemes• Phoneme : phon|eme • “the smallest unit of speech that can be used
to make one word different from another word”
• Noble Systems providing software over 8 years
• Provides insight and analysis on 100% of your customer interactions
Speech Analytics• Two methods of Analysis– Historic/Post Call: Usually involves
analysing a large volume of stored recordings
– Real Time: Involves the analysis of active conversations with customers in real time to advise, guide, monitor and alert
Drive Business Transformation
FIND AND QUANTIFY EVENTS ACROSS EVERY INTERACTION
FIND CORRELATIONSIN THE DATA
DRIVE BUSINESS TRANSFORMATION
Information to the Right People at the Right Time
SENIOR MANAGERS ANALYSTS SUPERVISORS
• Daily, easy-to-read dashboard, showing the status of KPIs
• Immediate, consistent visibility into overall corporate objectives
WHAT SENIOR MANAGERS NEED
WHAT WE DELIVER
Information to the Right People at the Right Time
• Capture interactions• Determine root cause• Access actual customer
interactions
WHAT ANALYSTS NEED
WHAT WE DELIVER• Discover root cause of issues• Develop recommendations• Create coaching initiatives
to address problems
SENIOR MANAGERS ANALYSTS SUPERVISORS
Information to the Right People at the Right Time
SENIOR MANAGERS ANALYSTS SUPERVISORS
• Access to specific calls, by agent, aligned with specific initiatives
• Better tools for coaching
WHAT SUPERVISORS NEED
WHAT WE DELIVER• Tie agent performance
to corporate goals and objectives
• Surfaces calls with issues that require coaching
Real Time Speech Analytics:
Why This is the Future
RTSA: Why do you need it?• First call resolution• Agents have so much to remember• Cost of compliance breaches are costly• Stop missing cross selling opportunities• Do more with less• Gives the agent continues assessment
allowing improved performance for them and the business
Noble Composer RTSA
Noble Composer RTSA
Example – Real Time Assistance
“What is your
address.. date of birth”
“What are your
monthly outgoings”
“Confirm payment
and dates”
“Do you agree with proposed payment
plan”
Greeting Questioning Solution Recap &
Close
Example Collections Call Flow
Identification/Verification
Assess Affordability
Review Payment Plan
Review and recap
ComplianceCustomer
Satisfaction Payment Update Account
RTSA Summary• Helps agents in an increasingly complex
role• Ensures compliance isn’t missed or part
completed• Rewards the good, catches the bad, in real
time• Maximises each and every call• Adds value to the business with each call• Proven technology in a new application
Q&APaul Wood
Noble Systems
0161 772 7100 or 07855 262 390
www.noblesystems.com#NobleSystemsUK
