The company and the task
Client: The bank’s corporate contact centre: hotline, telephone sales, debt collection. Rolled out in 2021.
Industry: Banking and fintech · Year: 2021
Two business goals: make the contact centre more effective and improve relations with customers. The previous quality control relied on basic metrics and took a lot of effort and money.
Before
They wanted to analyse the whole flow of data automatically and track metrics that had not been available before — including compliance with the rules during debt collection.
What we did
- Speech analytics in the contact centre: conversion of calls into sales, compliance with standards, training.
- Automatic recognition of prohibited and improper phrases; a warning to the employee and the supervisor when a customer is pressured or the rules are broken.
- Identifying the customer by voice before the conversation starts, even from someone else’s number; finding the most effective wording when working with debtors.
Timeline: Rolled out in 2021
Results in numbers
×2the result on the hotline
growthin results in telephone sales and collections
fewercourt proceedings thanks to monitoring the rules
What the client says
«On the hotline, where staff answer customers’ questions and offer products and services, we doubled our own result. In telephone sales and collections we also see substantial growth.»
