Barclays Retail UK Banking Awards Case Study 2012:Analytics: reducing customer effort

Analytics: reducing customer effort

Click to see the full Case Study, Conference Presentation and the Site Visit Agenda.

Learn how Barclays UK Retail and Business Banking has implemented speech analytics, alongside a cultural change programme, to help deliver its strategic goal of making customers’ lives much easier.

Speech analytics at Barclays has underpinned a strategic drive that  is improving and simplifying conversations with customers. Part of a wider customer journey improvement project called LiMME, this first application of speech analytics also built on significant initiatives that have driven cultural change in the centre. The key focus has been to simplify customer identification and verification (ID&V), tracking how personal bankers position the need for verification and when they offer alternative approaches. Colleagues dramatically gained in confidence, as a result of training and tailored coaching, this behaviour is now almost universally embedded and verification success rates are up by 25%.

Site Visit 29th June in Doxford.

 

 10:00 Arrivals and Welcome – Tea and Coffee
 10:15 Project overview focussing on key results and the background and catalyst for this Innovation
 11:00 Brief site tour
 11:15 Breakout groups rotating through each of the session:-
  1. Limme Introduction and principlies
  2. Speaking with the Agents and Team Leaders to understand the change
  3. Time with the team who developed the queries to deliver this insight
 12:45 Networking Lunch
 13:30 North East Local Networking Group
 16:00 Close
Results
  • ID&V success rates up 25%
  • Personal Bankers’ scores for setting the scene dramatically improved, from 3% to 96
  • Customer NPS up from 29 to 46*
  • Customer Effort improved from 66 to 77*
  • Complaints volumes down 69%* 
  • Employee Engagement for colleague questions up from 89% to 94%

* between start of the proof of concept in October 2010 until March 2011

 

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Take a look at these articles, videos and links
2012 Winners & Case Studies
Speech Analytics at The Forum


 

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