Auto Audit Insurance Support Calls

UAE

Client

Auto-Insurance Provider

 

CLIENT

Client is one of the world's leading insurance groups operating in the UAE for more than 50 years. Providing leading insurance solutions for car, home, travel insurance to suit customer needs.

 

CHALLENGE

A large UAE Insurance provider experiences a large volume of calls daily in its call centre.

Call recordings can become a gold mine of rich insights about customer satisfaction, customer churn, competitive intelligence, service issues, agent performance and campaign effectiveness. But the sheer volume of phone calls exceeds the contact centre’s ability to manually review and analyse them. Manual review and auditing can process only a fraction of calls using unsophisticated analysis.

 

SOLUTION

  1. Advanced audio analytics algorithm, a language independent solution that predicts the individual agent’s tendencies by linking speech patterns to personal characteristics like intonation, pace, emphasis focusing on prosodic speech parameters (non content based).

  2. Calls are typically reviewed for agent quality, compliance, risk, customer satisfaction, and churn potential.

  3. It searches for key phrases including cancel, unsubscribe, remove, stop my service, too expensive, cheaper option, and very unhappy, to track customer churn potential. When these words are mentioned, the call can be graded appropriately.

  4. Conversational analytics was used to bring out the tone or emotion of the conversation and highlights from the agent’s responses. The solution can automatically discover and analyze words, phrases, categories and themes spoken during calls to reveal rising trends and areas of opportunity or concern.

  5. In Depth analysis of agent customer interaction, to extract call specific critical parameters. 

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RESULT

  • 82% increase in customer satisfaction (CSAT) score level.

  • 100% increased targeted coaching 

  • 5% increase in close rate

  • 18% increase in net promoter score 

  • 12% first call resolution (FCR)

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