A Double Win for Ember and VitalityHealth
Judges cite outstanding success in an area where many others have failed
Ember and VitalityHealth were proud to receive the 2020 Supplier & Client Partnership of the Year Award from the independent industry body The Forum on 11 September. This was then followed by a second award shortly after on 15 October from the Insurance Times for Insurance Times Claims Excellence Award, Claims Product Solution of the Year – Service Management.
The partnership, which began in 2018, has focused on using speech analytics to transform quality monitoring across VitalityHealth’s operations.
Automating quality monitoring
Before the appointment of Ember, Vitality’s QA was entirely manual and on average the team were reviewing four calls per agent per month. Since the introduction of Ember’s managed analytics service, the Vitality team is now able to examine 100% of calls – providing a far deeper insight into contact centre performance.
Vitality has calculated that in the last six months alone, more than 350,000 calls have been assessed by the speech analytics technology – amounting to 20 years’ worth of manual QA.
Measurable improvements in CX
More importantly still, the service has proved its value in terms of improving the customer experience. Vitality and Ember worked closely together to optimise the analytics system, so that it could check process compliance and softer skills such as empathy and personalisation. Reports are delivered promptly to managers and agents so they can see where they are performing well and where they could do better.
This helped elevate Vitality’s already strong customer service to the highest level and in December 2019, for the first time it achieved the number 1 ranking for call service in the Top 50 Companies for Customer Service study. Customer feedback has also been excellent, with particular improvements in ratings for knowledgeable staff and personalisation of service.
The analytics system was first deployed to support Vitality’s claims handling. It has since been rolled out to several other areas of the business, including retention. In the three months after deployment, the lapse rate improved by 13% – equivalent to £900k a month.
Outstanding success in an area where many others have failed
The Forum judging panel, made up of senior customer operations leaders from a wide range of organisations, was impressed by the wide range of benefits and substantial return on investment. It commented:
VitalityHealth & Ember Services have demonstrated how proven, prior experience of implementing systems and processes, as a trusted partner, has delivered outstanding success for the client, in an area of application where many others have failed so far, so have been awarded Client & Supplier Partnership of the Year.”
Continuing to invest
Lee Mostari, Ember’s Director of Insight & Analytics, was delighted with the accolade.
“There’s no doubt that our work with Vitality has been one of the most complex and comprehensive analytics solutions we’ve delivered – and the results speak for themselves. We know that Vitality are committed to extending the use of speech analytics further and we’re happy to have the opportunity to work with such a forward-thinking organisation.”
To find out more about the partnership, watch the video presentation below:
Ember is a business services group providing specialist management consultancy, training, analytics and executive search. We’re joined by a shared ethos, of doing the right thing for our clients, and a shared focus on the customer experience and how to improve it – with the end goal of increasing value for our clients.
Ember is a specialist consulting, analytics and professional services group dedicated to transforming customer engagement and CX strategies and operations for major brands globally.
As part of the Davies Group, we have offices across Europe and North America and deliver solutions to help organizations realize their customer service vision and increase commercial value from their service operations. We have teams of specialists across various practices and disciplines, including service operations, digital, outsourcing, technology, commercial and finance, analytics, recruitment & search, training and L&D.
VitalityHealth aims to be the best and most trusted Health Insuretech company in the UK, generating a million additional years of life for its members by 2023 through its shared value insurance model. Owned by Discovery Holdings, it provides cover to over a million customers. www.vitality.co.uk