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Speech analytics: quality and customer experience at Vitality

Published on 27 April 2020

Speech analytics: quality and customer experience at Vitality

Read Vitality's Case Study here

See how successful implementation of analytics has transformed the contribution of Quality at Vitality, engaging colleagues and raising care scores up by a quarter, with a 13% drop in lapse rates.

Summary
A detailed view of customer experience is provided by 10 new scorecards, based on 100% sample, made possible by the successful automation of call scoring using CallMiner. This has already completed the equivalent of 20 years manual effort and audit fails are down 16%. A new governance process is developing the use of analytics in the business, with Quality, Coaching & Continuous Improvement coming together, in a value-add function, alongside planning. Programming of 260+ rules, based on over 750 key phrases, relied on the expertise of external consultants from Ember, who provide a managed service. In just 18 months this new Quality Framework, has been rolled out across four areas of the business, raising NPS by 8-18%, supporting a 4.5 Star rating on Trust Pilot and leading to being voted the best large centre and No.1 for voice contacts.

Key Results

  • NPS scores rose by 8-18% after roll-out
  • 350k calls monitored to date
  • Care scores up 24%
  • 4.5 star ranking on Trust Pilot (65% excellent)
  • 13% improvement in lapse rates

This work by Vitality with Ember will interest anybody using or looking to use interaction (speech or text) analytics within their organisation and also anybody interested in moving from quality assurance to quality improvement and demonstrating value to the business. They are also entering the supplier/client awards with Ember.

This article was first published in the 2020 Best Practice Guide - 2020 Vision: Crystallising your knowledge

To download a full digital copy of the Best Practice Guide, click here

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Author: Leanne McNamee

Categories: Library, Awards Case Studies

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