MDG Group Voice Analytics Introduced at ICD Contact Center

2021: Results of Voice Analytics Implementation for Quality of Service at Contact Center

On April 21, 2021, the MDG Group and the Moscow Credit Bank (ICD) summed up the first results of the implementation of speech analytics for quality of service control at the contact center.

In order to improve the quality of customer service, the Moscow Credit Bank (ICD) has introduced MDG voice analytics in its contact center. This technology allows you to analyze a huge array of customer dialogues with employees of the bank's contact center, while using voice analytics to monitor compliance with communication standards, operators receive additional training if necessary.

The bank plans to introduce analytics into chat channels, which will allow analyzing not only the texts themselves, but also such parameters as the time to the operator's first response in chat, the maximum response time of the operator, etc.

"Selective listening to dialogs by supervisors made it possible to check only about 2% of calls, and MDG voice analytics automatically analyze 78% of calls. And such an indicator at the start of the project - in the future we plan to analyze 100% of appeals. We strive to fully automate the verification of dialogue standards, the released resource of controllers will be aimed at checking the correctness and completeness of the provision of financial information to the client, "said Lada Shvets, director of the customer service and customer care department at ICD.

"The financial sector, telecom companies, retailers and other large business industries are increasingly using modern technologies to improve the quality of customer service in remote service channels. Trend - the introduction of such solutions not only online, but also offline. The use of speech analytics and products based on artificial intelligence is becoming a global trend in optimizing customer service and re-equipping modern contact centers, "commented Dmitry Dyrmovsky, general director of the MDG group of companies.

Speech analytics is one of the components of Customer Engagement Paltform of the MDG group - an intelligent platform for managing omnichannel customer experience.