Prior to implementing speech analytics, business insight was derived from the telephony and IVR systems as well as anecdotal information shared by agents. It was evident to Experian that better technology could deliver these results faster and more effectively. Working closely with Business Systems and through a Proof of Concept, Nexidia Speech Analytics was identified as the appropriate solution.
When Experian first started looking at Speech Analytics, their retention goal was the obvious choice for achieving a return on investment but interestingly the proof of concept uncovered other quick wins such as addressing non-talk time on calls.
About the Customer
Experian is a leading global information services company providing consumer information, credit services, decision analytics and marketing services to customers. The Nottingham based contact centre deals with customer enquiries handling around 200,000 calls per month across 270 agents.
Analytics is now firmly embedded into the operation with an internal, collaborative ‘Actionable Analytics Forum’ in place to share insight across the business. This provides a framework to prioritise change activity.
The analytics team have successfully engaged their product and proposition teams and are providing valuable insight for new products and identifying positive changes to existing services. They can now quantify the impact of regional advertising against business targets and campaigns can be refined to drive better outcomes. Experian are also able to understand what works better for customers and agents and can map the end-to-end customer journey and understand the implications of process change.