Our Partner
A prominent financial institution with a global presence, our partner is recognized for their extensive range of banking and financial services.
With a rich history and a strong commitment to innovation, the organization has consistently demonstrated their dedication to enhancing customer experiences and driving growth in the evolving financial landscape.
Operating on an international scale, they are a leader in the industry, leveraging technology and strategic insights to adapt to changing market dynamics and meet the diverse needs of its clients.
Our Opportunity
Our partner is focused on overcoming challenges with achieving service level requirements within a manual support framework that limits actionable insights from interaction audits.
With a clear objective to improve efficiency, they recognize the need for improved operational strategies. Evolving their customer service operating model presents a chance for positive transformation.
This evolution aligns with their steadfast commitment to data security. Our partner strives to chart a path towards elevated service quality and strengthened operational resilience.
The Solution
Intelligent application of cutting edge technology on streamlined business support processes.
Conversation Analytics Implementation
with a trusted Technology Partner
Partnership with the
Contact Center on Operationalization
The Methodology
Four vital steps were taken to deliver transformative success.
Speech to Text
Transforming spoken language into
written text using technology.
We captured audio data through available call recordings, processed and analyzed signals, recognized speech sounds, predicted words based on language patterns, and generated accurate text transcription.
Data Labeling
Analyzed and labeled significant amount of contact volume to extract valuable insights.
This process involved listening to and categorizing various aspects of the conversations, such as customer sentiments, issues discussed, agent responses, and overall call quality.
Machine Learning
The machine learning task was initiated by deploying algorithms that helped reveal insights on top contact drivers, repeat calls.
As an added benefit, the model also identified clear sales opportunities, enabling the team to improve sales conversion rates.
Action
Operations Execution is key to building an improved ecosystem, fueled by data-driven intelligence.
Enhanced coaching effectiveness, new learning materials, and a robust development plan are some of the new ways of working that were implemented by the contact center.