The Oranzhevy bank carried out the project on system implementation of speech analytics to work of Call center

On October 15, 2018 bank representatives announced Orange carrying out a pilot project on system implementation of speech analytics in work of Call center.

The bank noted that in financial institutions the large role is played by IT infrastructure, and during the work with end consumers it is important doubly as here are critical processing speed and providing timely information. For receiving a qualitative product it is necessary to use tools, most precisely and qualitatively solving assigned tasks. In June, 2018 the bank made the decision to upgrade business processes. The Call center of bank became the first where the pilot project was tested and started.

Project Objectives

• Performance improvement of contact center
• Increase in sales volume
• Customer service quality control
• Growth of customer satisfaction
• Receiving additional source of analytical information
• Based on data retrieveds requirements analysis of clients and quality of the provided services

To save clients and to increase their level of satisfaction from service in bank, it is necessary to work on quality of the offered services and services constantly. A considerable role in it is played by Call center where operators the first meet clients of bank. Exactly here control and quality evaluation of service are most important. Mistakes which are made by operators can be as individual, and the general - them need to be revealed and eliminated. Piloting of a system of speech analytics of VOISI Speech Analytics from Trinity company – analytics for optimization of work of Call centers became the solution. Its integration into IT architecture of bank was undertaken by supplier company of the solution. The solution supports First Call Resolution that allows to reveal automatically cases of the repeated address from clients. This function promotes identification of potential problems in the business processes of the company leading to repeated addresses. For full text interpretation function of automatic creation of dictionaries is provided in VOISI Speech Analytics.

The pilot project on implementation of VOISI Speech Analytics allowed to reduce time for the analysis of calls of Call center regarding a stop word and control of structure of a conversation of the operator with the client. The bank assumes that using methods and technologies of speech analytics process of interaction of the operator with the client will be possible to optimize that will also allow to predict a customer behavior that, in turn, will give the chance of the target offer of the financial services and also objective risks assessment connected with knowledge of employees of products of the company.

Key features of the Voisi speech analytics system

• Full text interpretation of a talk
• Support of multiple lists of a key word and phrases
• Automatic check of compliance to a script
• Identification of the moments of heckling and silence of the client and operator, determination of the initiator.
• Timely determination of conflict situations and automatic notification of the supervisor of contact center
• Determination of emotional coloring of the speech
• Speech biometrics – identification of the client on a voice