Neopost Awards Case Study and Site Visit 2014 – Simple and Creative: applying speech Analytics


Discover how quickly speech analytics has focused delivery of improvements for both colleagues and customer in this 150-seat centre, using an imaginative and pragmatic approach.

Since deploying speech analytics, Neopost UK has been fast off the block in utilising this new data source to address customer issues and support a 7% rise in employee engagement. By pinpointing and addressing training requirements and the need for better client education, failure demand in one contact type has been slashed 22% while first contact resolution (FCR) has increased 45 percentage points. Incidences of negative language have also dropped 60%, leading to 10% more cross-sales. The watchword here has been creativity. The company’s speech analyst has been given
autonomy to use the tool’s outputs to design a raft of simple yet imaginative solutions for colleagues and customers. These range from highly visual internal reports to animated videos on the customer web-portal. 

Results:

  • Incidences of negative language down 60%
  • 10% increase in the value of every customer basket through positive
    language use during cross-selling
  • 22% fewer Neofunds statement-related calls a month.
  • 90% FCR versus 45% previously
  • New Neofunds statement approved and rolled out in just three months

Site Visit was on 25th June in Romford

Attending Companies
Harrow Council, HM Revenue and Customs, Home Retail Group, SSE PLC, Thames Valley Police, npower, Hughes Insurance

Example Job Titles
Telephony implementation Manager, Customer Service Manager, Demand Management and Continuous Improvement Lead, Call Analytics Lead, Strategy Manager, Quality Analyst

Key takeaways and learning

  • Clarification around recall accuracy
  • Comparision and trend analysis
  • Able to evaluate the benefit of bringing analytics technology into the business
  • Focussed to re-evaluate how we report our results
  • The importance of investing time in analytics

Quotes from Delegates
“Great Enthusiasm from everyone involved.”  Tracy Burfitt-Shaw, Thames Valley Police

“Enjoyable day, understand how to use analytics effectively. The day gave me lots of new info about how to use analytics specifically but also how to involve everyone at all levels.”  Adiba Ghauri, Harrow Council

“The importance of investing time in analysis and the great changes you can make.”  Kelly-Anne Williams, SSE Plc

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(c) Professional Planning Forum 2000-2014