"Energobank" implemented speech analytics from BSS

2022: Implementation of BSS voice analytics Digital2Speech

Energobank, one of the dynamically developing banks of the Republic of Tatarstan, has introduced speech analytics from BSS, which is designed to give an additional impetus to the growth of the bank, increase the efficiency of the contact center and the work of its operators. This was announced by BSS on July 27, 2022. The solution allows you to identify opportunities for improving the efficiency of the contact center, operator productivity, sales conversion and transactional activity.

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With the introduction of speech analytics, the bank hoped to automate the processes of identifying customer needs and assessing product features. The task was to form and accumulate knowledge about the client, his needs and values. The entire process of implementing speech analytics took place in several stages. First, a stand was prepared and data uploaded. The voice analytics system was first configured. After that, employees were trained and the system was put into commercial operation.

Over a short period of time, speech analytics has shown its effectiveness in many areas. The system allows you to track the use of parasite words and work with operators. It helps to quickly monitor the percentage of technical problems and complaints from customers about failures in the bank's technological products and the operation of ATMs.

It became possible to track the number of positive and negative reactions based on dialogues with customers, which allows you to increase the competencies of operators. This is facilitated by the analysis of situations of communication problems and the use of positive experience, as an example for the professional growth of operators.

Speech analytics allowed to identify the main zones for development, make sure that a number of regulatory documents need to be developed and enrich the knowledge base with instructions for successful operation of operators.

The solution fully meets the needs of the bank. With the help of speech analytics, we were able to identify growth points for our business and begin to develop a development strategy. We were able to understand in what direction to move, how to make the work of the contact center more efficient, develop the competencies of operators, increase transaction activity and sales conversion, noted the head of the development department of the bank Dina Timershina.

The introduction of speech analytics allowed Energobank to determine ways of further development not only for the contact center, but also for business as a whole. The system is part of the Digital2Speech omnichannel dialogue platform, built on a full stack of proprietary speech technologies. BSS is a Russian company and is always ready to provide customers with an offer for implementation and support in conditions of import independence, emphasized BSS Sales Director Vitaly Pateshman.