TRANSFORMING CONTACT CENTERS FOR BETTER CUSTOMER EXPERIENCE

PROACTIVE COMMUNICATION SPEECH ANALYTICS

SANDEEP BRADOO, VICE PRESIDENT, EXLHARDEEP SINGH, MANAGER, EXL

CASE STUDY

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EXLSERVICE.COM

CASE STUDY

TRANSFORMING CONTACT CENTERS FOR BETTER CUSTOMER EXPERIENCE

Companies are looking to transform their contact center operations

to improve customer experiences and gain a competitive. This has

meant adding new methods of engaging with customers for most

businesses. EXL’s research shows that 67% of companies state the

need to communicate with customers across their preferred channels

is driving their transformation efforts. The effects of this push for new

communication methods can be seen in every industry. Customers can

now file an insurance claim online, open a bank account using an app,

or receive updates about an upcoming flight from an airline’s

text notification.

One consequence of all these new channels for communications is that

the contact center has actually increased in importance for delivering

high-quality customer experience. Customers reach out to contact

center representatives when their issue is too complex to be solved over

chat, email, or through self-service channels. By augmenting human

contact center representatives with data-driven insights and innovative

technology, these inquiries can be completed quickly, easily, and

without the need for any follow-up calls or contact.

A leading insurer recognized this, and reached out to EXL for help

transforming its contact center operations. EXL used speech analytics to

help the client decrease average handling time (AHT), improve first-call

resolution, and ultimately increase customer satisfaction.

Context

We used our deep domain experience in analytics, contact center

operations, and insurance to help the client determine the best course

for improving the way it interacted with customers.

The biggest difficulty in improving customer satisfaction was a lack of

usable data. EXL solved this through recording every call the contact

center handled. The recordings were converted into text, which was

then analyzed to determine what factors were affecting customer

satisfaction. EXL deployed advanced analytics that enabled every one of

these recorded calls to be examined, a more comprehensive approach

than traditional Lean Six Sigma techniques where only a sample of calls

are examined when determining how to alter a process. This resulted in

building up a treasure trove of customer data to work with.

Based off this information, the root causes of issues could be identified

and resolved. As an example, EXL identified that many customers

were calling with questions about the status of their first payment

after signing up for a policy. By proactively communicating with these

customers, the number of customers calling back was reduced, and

customer satisfaction improved.

“The biggest difficulty in improving customer satisfaction

was a lack of usable data. EXL solved this through recording every

call the contact center handled.”

“ By proactively communicating with these customers, the number of customers calling back was reduced, and customer satisfaction improved.”

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TRANSFORMING CONTACT CENTERS FOR BETTER CUSTOMER EXPERIENCE

EXL (NASDAQ: EXLS) is a leading operations management and analytics company that designs and enables agile, customer-centric operating models to help clients improve their revenue growth and profitability. Our delivery model provides market-leading business outcomes using EXL’s proprietary Business EXLerator Framework®, cutting-edge analytics, digital transformation and domain expertise. At EXL, we look deeper to help companies improve global operations, enhance data-driven insights, increase customer satisfaction, and manage risk and compliance. EXL serves the insurance, healthcare, banking and financial services, utilities, travel, transportation and logistics industries. Headquartered in New York, New York, EXL has more than 27,000 professionals in locations throughout the United States, Europe, Asia (primarily India and Philippines), South America, Australia and South Africa.

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Orchestration

The data gathered from these analytics was instrumental in augmenting agent effectiveness. By taking a holistic look at the data, EXL could identify

areas where representatives were falling short. The agent training program could then be altered to address these issues. As a result, the time it took

to get a new agent trained and making their numbers was cut in half.

This information could also be fed to individual agents on a near real-time basis. Agents and their supervisors could examine analyses of their calls

and see whether they may require training in specific products, or need to work on their soft skills. This personalized, data-driven feedback was critical

in helping improve customer service.

Outcomes

Based on EXL’s efforts, the client was able to transform their contact center operations. By using data to improve agent training, solve the root causes

of issues, and analyze every call instead of a small sample, customer satisfaction ratings were significantly improved.

Context

• Client needed to transform contact center operations to improve customer experience

• EXL applied its deep domain experience in contact center operations and speech analytics

• Recorded, converted to text, and analyzed every phone call to identify factors affecting customer service

SOLUTION SUMMARY

Orchestration

• Augmented agent training programs with data to cut the amount of time it takes to train a new agent by 50%

• Customer representatives receive real-time insights into their performance using data, improving customer service

Outcomes

• 31% reduction in AHT

• Customer callbacks reduced by 16%

• Customer satisfaction improved by 9.3%

To find out more about how EXL uses Digital Intelligence to improve customer experiences, visit this link.

© EXL Service, Inc. All rights reserved.