City Park Technologies Awards Case Study and Site Visit 2014: Speech analytics improves risk & quality


Discover how speech analytics insight in the outsourced environment can enable a comprehensive compliance framework and focus coaching on the key improvement opportunities for each individual.

City Park Technologies (CPT) has seen phenomenal value in deploying CallMiner speech analytics. Regulatory focus on target-based sales prompted the outsourcer to develop new metrics, based on analysing 100% of customer conversations. Previously less than 1% of calls were manually assessed, providing an accurate overall sample, but analytics now makes possible complete reporting for every sales agent. As a result, agents are focused on what they need to improve, coaching can be targeted and the outsourcer can affordably mitigate risk for clients. By establishing this baseline, they demonstrated that Data Protection compliance improved 9%, in just one month, and PCI breaches dropped 70%. It also helped reduce induction by two weeks and refocus resource on targeted training. 

Results:

  • 600+ categories built since January 2013 n 100% of calls now
    scored vs industry standard of 0.04%
  • DPA compliance up 9% from month one
  • PCI compliance breaches down 70%
  • Product returns down four percentage points for one client
  • New starts speed to competence down from 12 weeks to ten

Site Visit was held on 3rd Sept in Glasgow

Attending Companies
Tesco Bank, npower, Neopost, SSE PLC, Student Loans Company, Intelecom UK Ltd, Home Retail Group, Thames Valley Police

Example Job Titles
Head of Customer Experience, Service Experience and Development Manager, Forecasting and MI Manager, Operations Manager, Customer Experience and Compliance Manager

Key takeaways and learning

  • The analytics infrastructure is only as good as the people running it
  • That you need to invest time to reap the rewards 
  • Getting the right people involved from the start is key
  • Start small and scale up

Delegate Quotes
“Very informative day” Gerry Chambers, The Student Loans Company

“I enjoyed it and have taken some great notes and ideas back to the office”  Kevin Richardson, npower

“Really down to earth day, with good experienced presenters and quality discussion” Gerry O’Hanlon, Intelecom UK

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Take a look at these articles, videos and links
2014 Innovation Awards Winners and Case Studies
Bridging the gap: five steps to success
Case studies on customer experience and quality
See the latest articles on Quality & Customer Experience
Seventeen finalists announced for the 2014 awards


 

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