DAS Awards Case Study 2012: Operational solutions drive profit margins

Operational solutions drive profit margins

Click to see the full Case Study, Conference Presentations in Outbound and Speech Analytics and the Site Visit Agenda.

Uncover how DAS has saved £6m, used centralised support in redesigning outbound contact and used speech analytics to transform customer experience in claims handling.

Profit margins rose a massive 15 points at DAS, the legal expenses insurer, by broadening a customer journey project to drive major efficiencies as well as customer experience. A central Operational Solutions team of experts - in ACD/Dialler management, MI, planning, training and continuous improvement - are increasingly engaged in the customer claims areas facilitating improvements. Call centre principles and speech analytics are now embedded into ‘back office’ non-motor claims handling. Operational Solutions have also been pivotal in transforming outbound contact strategies and planning in the motor claims front office contact centre. DAS has saved £6million in its claims areas over two years and seen a gigantic 18% improvement in the claims operating ratio.

Site Visit on 11th July in Bristol.

 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 Breakout groups rotating through each of the session:-
  1. Speech Analytics overview at DAS and specific examples of initiatives supported
  2. Site tour and Meet with Staff and Management for Q&A on Quality Monitoring, Speech and Claims Improvements
 12:30 Networking Lunch
 13:15 Breakout groups rotating through each of the session:-
  1. A chance to meet and discuss in depth with the Operational Solutions Team
  2. A chance to see how the building of queries within Speech analytics leads to  transformational change.
 14:45 Discussion group – your chance to discuss how speech analytics and the other initiatives seen through the day could help your company and the challenges you face.
 15:30 Final Q&A plus next steps


Results
  • Profit & Loss margin up from -7.89% in 2009 to 7.56% in 2011
  • Claims areas delivered £6million in savings over two years
  • 18% improvement in claims operating ratio
  • Speech analytics helped increase use of preferred solicitors to 87%
  • Time to contact cut by 30% through outbound improvements
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Take a look at these articles, videos and links
2012 Winners & Case Studies
Editor’s choice: Top Ten Articles for November 2012
National Outbound Forum Report 2012
Planning Structures
See the latest articles on Back Office Planning
See the latest articles on Planning for Outbound
Speech Analytics at The Forum


 

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