Ventura Awards Case Study 2010: Speech analytics drives performance coaching

This article is a must read for those interested in seeing how Ventura made service improvements using voice analytics software to extract business intelligence from call recordings and uncover in efficiencies such as silent time or factors driving repeat calls.


How Ventura saved money, cutting handling time and repeat calls by using voice analytics to automatically evaluate over 750,000 calls monthly and focus performance coaching.

See how Ventura made service improvements using voice analytics software to extract business intelligence from call recordings and uncover inefficiencies such as silent time or factors driving repeat calls. Analysing 750,000 calls every month across a range of clients, Ventura uses the technology to focus coaching or training needs for individual customer service advisors (CSAs) and re-engineer call processes. For one client alone, the outsourcer has been able to reduce average handling time (AHT) by 25 seconds while driving significant improvements in quality.

Key results include:

  • Significant cost saving
  • Silent time cut and AHT down by 25 secs (c6%)
  • Repeat calls down 10% in 4 months for utilities client and call quality up 10 pts
  • 750,000 calls analysed every month across a range of clients
Read the full Case Studyprint
Take a look at these articles, videos and links
2010 Winners and Case Studies
Speech Analytics at The Forum
The MI Maturity Model – The Measures Axis
The MI Maturity Model – The Production Axis
What does 'good' look like? The MI Maturity Model - 2012 Best Practice Guide article


 

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