How to use Speech Analytics to Improve your Customer Experience

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How to Use Speech Analytics to Improve Your Customer Experience 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# Presentation Title | Month 2012 | 1 PresentersSean MurphyDirector, Speech Analytics Product Marketing GenesysMichael MillerVP of Speech Analytics Customer StrategyGenesys

2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# Presentation Title | Month 2012 | 2 The Contact Center Decision-Makers' Guide

6th edition of Definitive Guide to Contact Center Operations by ContactBabel.Taking a random sample of the industry, a detailed structured questionnaire was asked to 205 contact center Managers and Directors between January and February 2013. 2013 Contact Center Decision-Makers Guide 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# The "US Contact Center Decision-Makers' Guide (2013 - 6th edition)" is the major annual report studying the performance, operations, technology and HR aspects of US contact center operations.Taking a random sample of the industry, a detailed structured questionnaire was asked to 205 contact center Managers and Directors between January and February 2013. Analysis of the results was carried out in March and April 2013. The result is the 6th edition of the largest and most comprehensive study of all aspects of the US contact center industry.

Presentation Title | Month 2012 | 3 Source: The Contact Center Decision-Makers Guide 2013

Effectiveness of Recording Solution For:Understanding Why Customers Call 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# Effectiveness of Recording Solution For:Identifying Agent Training NeedsSource: The Contact Center Decision-Makers Guide 2013

2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.#

Your CompanyYour Customer{per year}75,000 Tweets50,000 Mentions10,000 Complaints15,000,000 Calls250,000 Emails180,000 Chats

Too Many Conversations to Review Manually 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# ?Customer CareWorkforce Optimization (WFO)Improve Agent EfficiencyIncrease Sales OpportunitiesReduce Customer ChurnAct on Customer FeedbackMinimize Litigation RiskOpportunities Are Hidden in Conversations

Your CompanyYour Customer

Contact Center Manager

Supervisor

Customer Service Rep

VPCustomer Care

VPMarketing

VPProductMgmt. 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.#

Traditional Quality Management

Historical Reports Customer SurveysRandom Sampling

CallRecordings

2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# The Solution: Speech Analytics 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# Three Approaches to Speech Analyticsbook morning now they i help you can the billing question they tick two the provider sure put transferring flue cow please holdgood morning. how may i help you. i have a billing question. may i speak to a supervisor. sure i am transferring you.PhoneticsSpeech-to-Text (LVCSR)Speech-to-Phrase Recognition g o k b u r n n g h o q w y i h u l k you i h e v e a b I k l I n q e e t I y o n w a y i s t e a t o a supervisor s h u r i a w t r n h f h r r z n

how may I help you how may I help you I have a billing question how may I help you I have a billing question May I speak to a supervisor how may I help you I have a billing question May I speak to a supervisor I am transferring you The Truth(what was actually said during the conversation) 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# Presentation Title | Month 2012 | 10 The Value of Reliable Phrase Recognition

Your CompanyYour CustomerPhrases Contain True Meaning and Business Context Reliable meaning recognition makes analytics actionable Take action automatically without further human intervention

Reliability reduces risk of detection failure Non-compliance means high litigation risk Incorrect information makes bad decisions likely Up-sell opportunities are missed Unhappy customers are forever lost to the competition


Search

Discovery

CategorizationThree Main Use Cases 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# 12 Speech to TextSearch

manager

Recorded Conversations Text Analytics

Your CompanyYour Customer 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# 13Automatic DiscoveryI got the new phone modelit seems to be dropping calls frequentlyI upgraded my account to a family plan because of the recent promotion on the family plan..Im having trouble with my phone.the data service works fine but my new phone seems to drop callsyou guys should have thought of that sooner I just recently bought the newest phone model..the video camera is greatthe internet service has been spottymy new phone has been dropping a lot of callsMovers and ShakersTermPercent Changenew phone dropping callsone month freetheyre overcharging merecent tv advertisementbroken product in mailcancel my accounttrouble with form on website376.1%25.8%5.8%-8.6%-18.6%-21.3%-23.5%

Discovery Analytics Speech to TextRecorded Conversations Text Analytics

Your CompanyYour Customer 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# 14CategorizationCustomer DissatisfactionContact ReasonWheres My Stuff?Billing IssueEtc..

TopicMapped PhrasesIm very upsetThis is ridiculous!That is poor customer serviceCustomer DissatisfactionWheres My Stuff?I havent received this shipmentI shouldve received yesterdayWheres my order?Billing IssueI have a question about my billWhy am I being charged for.Youre overcharging me 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# 15Demonstration Michael Miller 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# Customer Case Studies

Saved $4 Million by automating its Sales Verification ProcessAutomated compliance and reduced labor costs by 85%Increased Revenues by more than 20%Improved First Call Resolution by more than 18%Increased Sales Conversion by 41%Improved Collections by 24% Increased First Call Resolution by 25%

2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# 17Case Study: Improving First Contact Resolution (FCR)

2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# Customer Success Story

Before implementing Speech Analytics, our contact center quality monitoring and analysis systems and processes were good at telling us when on our FCR rate (and other KPIs) needed to get better, but they werent very helpful in discovering how we could improve our performance. Pamela Cook, Quality Coach, CeridianCompany BackgroundGlobal Service Provider of:Human ResourcesPayrollBenefitsPayment SolutionsChallengesPersistently low FCR rate driving up call volumes and impacting customer satisfactionFCR measured by customer response to IVR question: Is this a repeat call?Does not link to call drivers to support root cause analysisDoes not tie to specific agent or ID agent behaviorUnable to improve FCR 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# 19Ceridian FCR system does not identify which caller is a repeat, how often they called, why they called, or what the agent could have done to eliminate the repeat. Therefore, it tells the FCR rate but not how to improve it. Anatomy of Repeat CallPhrase-driven Speech Analysis Identifies Repeat Calls:

and also Identifies the Underlying Issue(s) Causing the Repeat Calls

2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# How Many Repeat Calls Occur?Data from case tracking system integrated with calls in Speech Analytics Data Mart to measure repeat calls by customer30% of calls are customers calling multiple times in 30 days2.9% of customers call 10 times in 30 days

2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# Which Call Types Generate the Most Repeats?Report shows what call types are generating more callbacks (12.8% of repeats involve manual checks.) Clicking on bar plays calls in group. What is causing the repeats: process, policy, technology, etc.

2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# Which Accounts Generate the Most Repeats?

Some accounts routinely have the highest repeat call rates

2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# Why Are Specific Customers Calling?Analysis for Customer K 49% of repeat calls are for three reasons: PTO, Benefits, Wage and TaxClicking on bar accesses calls for root cause analysis

2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# Which Agents Are Driving Repeats?Some agents have over four times the repeat call rates of other agents Clicking on the bar for each agent accesses their repeat calls sorted by call type, allowing quick assessment of where each agent needs help

2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# Proven ResultsSpeech Analytics and analytics-driven Coaching helped us significantly improve our First Call Resolution rate. However, the reality is that weve just scratched the tip of the iceberg in terms of the opportunities for improvement that Speech Analytics can help us to discover. The potential is enormous. Pamela Cook, Quality Coach, CeridianSolutionDetermines FCR by call typeIdentifies system drivers of repeat callsIdentifies agent behaviors that can reduce repeat calls

ResultsActionsImplemented processes to improve connection between callers & agentsDeveloped guidelines for callbacksImproved percentage of customers saying they were not likely to call back by 30% in their pilot group, and by 18% throughout their entire Customer Care organization!

2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# 26Ceridian FCR system does not identify which caller is a repeat, how often they called, why they called, or what the agent could have done to eliminate the repeat. Therefore, it tells the FCR rate but not how to improve it. Improving Quality Management with Speech Analytics 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# Challenges of Traditional Quality ManagementSample ValidityTypical:Less than 1% sample rateResults not very reliableAgents challenge findingsTrending is poorIdeal:Statistically valid sample, reliable findings

Objectivity of FindingsTypicalDefinitions are vague, multi-component, not linked to behaviorsDifficult to get different evaluators of call to agreeIdealBehaviorally anchored: Events defined by specific, observable behaviorsResults highly consistent and reliable

2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# 28

Discrete skills are defined by specific phrasesExample QM Category: Presenting OffersSub-component: Effective sales effort shownObjective Performance Criteria: Did the agent offer wallet protection?Measurement of specific phrases:We offer wallet protectionWallet Protection servicesHappens to get misplacedGets lost or stolenWire you emergency cashContact all your credit card companiesDefining Agent Skills with Speech Analytics 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# 29Average Agent Score Using Analytics-Driven QMAverage Agent Score Using Traditional QMBuild Trust and LoyaltyCustomer Appreciation45%Preferred Card22%Encourage Usage20%Average29%84%Add ValueMention Cash Back43%Mention Sweepstakes24%Mention Automatic Payment Plan13%Mention Website23%Mention Company Newsletter13%Mention Customer Account13%Average21%43%POC Results: Major Financial Services Company 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# 30Closing the Workforce Optimization Loop 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.#

Workforce Optimization Driven by Recording

Historical Reports Customer SurveysRandom Sampling

CallRecordings


Conversation ProcessingConversation Analytics

CallRecordings

Workforce Optimization Driven by Analytics

Workforce Optimization

ConversationUnderstanding

2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# Presentation Title | Month 2012 | 33 Conversation ProcessingConversation Analytics

Event DetectionPhrase 1 into theSo does so Phrase 2TrainingWork Items EscalationsOutbound

CallRecordings

Auto-TriggeredWorkflows

Reliable Analytics Trigger Action

Workforce Optimization

2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# Ask the Experts!For more information, please visitwww.genesys.com

Email us: [email protected]

Sean MurphyMichael Miller

2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# Upcoming and On Demand WebinarsUpcoming WebinarsClosing the Back Office Service Gap with Enterprise Workload ManagementFeaturing Karl Whitelock from Stratecast | Frost & SullivanAugust 14, 2013

Its Time to Replace Your Old Contact Center ACD. What Are Your Next Steps?August 21, 2013

On Demand WebinarsBest Practices for 1-to-1 Customer Service Series of 6 Webinars

2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.# Thank You for participating!

For more information, please visitwww.genesys.com Email us: [email protected]


How to use Speech Analytics to Improve your Customer Experience

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