Voice Analytics Program

I designed, implemented and managed the Voice Analytics Program for IAG Satellite.

Business problem

• Improve customer maturity model, lifecycle and retention
• Uncover hidden / unknown compliance breaches
• Cost leakage and customer experience gap through repeat calls

What I did

1. Assessed multiple options to gain deeper levels of customer insight
2. Researched vendor landscape for potential speech analytics providers, costing and implementation roadmap
3. Built business proposal, including risk management for speech analytics
4. Negotiated with senior Sales and Service Management team to prepare Proof of Concept (PoC)
5. Negotiated with Compliance and IT and Telephony implementation mangers to install PoC software and setup basic workflows
6. Delivered PoC reporting and potential benefits, with outsourced vendor contractors
7. PoC successful for one business unit, I renegotiated a retainer agreement with vendor to expand services across three brands and four business units (Sales & Service / Claims / Lodgement / Outbound)

Outcomes

• Improved macro and micro-level insights surrounding customer voice (and digital) interactions
• Stopped $90,000 leakage per calendar month through unauthorised discounting
• Increase GWP from average $450 per policy to $500 per policy
• Improved FCR visibility which was subsequently used to benchmark performance, used for commercial arrangements
• Improved FCR from 55% to 72% over 12 months
• Reduced internal handoffs and transfers from 42% to 27% over 12 months