A General Automotive Insurance Company

Our team of speech analysts worked closely with the insurer to set up a solution and show the insurer's team how they could use it to get the insights they wanted.

The Requirement

A general automotive insurance company was aware that speech analytics could enhance its in-call quality assurance processes – confirming compliance and monitoring agent performance. However, after researching the market, the company recognised that implementing speech analytics was no small task: it required focus and skill to set up the systems and gather the necessary insight. When the contact centre team heard about our managed analytics service, they decided it was an ideal alternative.

The Solution

Our team of speech analysts worked closely with the insurer to set up a solution and show the insurer’s team how they could use it go get the insights they wanted. We installed the necessary tools and worked with team leaders to identify key elements of the QA framework that would be used for the core analysis. We then created an automated reporting system, which allows them to track agent performance in far more depth than they could via manual listening.

The Result

Instead of reviewing a handful of calls per agent per month, the insurer is now able to capture performance metrics on all calls made to agents. Furthermore, the analysis has already produced some valuable insights, showing that call handling was inconsistent and that the organisation’s retention offers did not seem to be effective. The company has been able to take steps to address these issues.

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