British Gas Awards Case Study 2011: How analytics sustains changes in behaviour

This article is a must read for those interested in learning how speech analytics focussed coaching within the training department of British Gas.

Learn how speech analytics focussed coaching so that everyone makes specific personal changes in how they speak to customers – sustaining changed behaviour for a year and doubling sales, compared to a control group.

By creating new insight, the Business Improvement Team challenged industry-standard approaches to improving sales and raising first-contact resolution at British Gas.  Deploying Call Miner’s Eureka analytics platform and Aspect’s scorecard, they used controlled pilots to prove the benefits of a new performance strategy and uncover the true impact of diverse approaches used by advisors.  The starting point for coaching conversations was transformed by providing highly specific, believable evidence to advisors, together with immediate access to all the relevant call ‘snippets’.  What’s more, capture of mobile numbers has doubled and appliance care sales conversion is up 27% overall. 

Key results include:

  • 27% increase in appliance care sales
  • 71% uplift in requesting e-mail address
  • Right First Time 1.5% higher with new groups
  • Asking for unnecessary customer data down 6%
  • Team managers can deliver three times more coaching

Click here to read the full case study 

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