Equiniti drives change and continuous improvement with Speech & Interaction Analytics
About the customer
Equiniti is a specialist outsourcer delivering technology-enabled solutions to large enterprises. It processes £90bn in payments every year, handles 88 million documents and pays 20 per cent of pensioners in the UK.
Every year the Equiniti Contact Centre assists over 2.6 million customers with its 300 strong workforce. Continuous improvement is core to achieving the consistently high service levels their clients and end-users of their services have come to expect.
Towards this end, they wanted to better track the reasons why people call and come up with sustainable solutions on how to enhance the customer experience. Previously, like all traditional centres, they were only able to assess a sample of random calls which then had to be listened to from start to finish -an incredibly time intensive job.
To obtain better customer insight and optimise their processes they turned to Business Systems to discuss if a Speech Analytics solution would be the right choice.
Business Systems suggested a Proof of Concept, which involved an on-site discovery session to identify the key objectives of Equiniti, analysis of a test sample (a month worth of calls) and presentation of the main outcomes against key areas.
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