Ember helps Police Force Build the Case for Speech Analytics
Collaborative Project Identifies Opportunities and Defines Delivery Model:
Ember’s consultants are working closely with one of the UK’s largest police forces to help it understand the potential opportunities of introducing data-centric decision making using operational management information, clear and concise reporting and action-led speech analytics.
The four-week project will examine the best ways to apply business intelligence to the thousands of contacts the force receives every day – including emergency calls. It will look not only at existing reports but also current operational processes within the force to identify where data analysis could add value, drive cost savings or improve service to the public. Ember’s team will also conduct a series of stakeholder interviews and workshops to gather essential perspectives from across the organisation.
Calculating Costs and Benefits:
The project will culminate in a set of detailed recommendations, setting out different possibilities for how the force could deploy data reporting & analytics technology and what the costs and benefits of doing so would be. Ember will also define a potential operating model, including roles and responsibilities, and a clear business case for any recommended investment.
The impetus for the project came from inside the force, Ember consulting director Lee Mostari explains. “Like most organisations with high call volumes, the force has recognised that taking a data-centric approach could help it derive more insight from the daily contacts – understanding what’s driving them and how they could be handled more effectively. However, with little prior experience using data analysis technology and resources tight, they rightly want to make sure that any investment is backed by a robust business case.”
Considering Channel Shift:
Though the telephone will naturally remain the primary channel for members of the public to contact the police, a key question will be whether the force should encourage channel shift for certain types of interaction. “On previous projects, insights gained from analytics have helped change processes to encourage customers to use web forms, eChat or other self-service channels for non-urgent requests,” Lee adds. “Channel shift for the police could free up call handlers to deal with more emergency calls, faster.”
Evaluating Technology Options:
Importantly, the focus for Ember will not only be to identify potential use cases but also to help the force understand what’s required to gain tangible return on investment. As part of this, Ember will also consider suitable technology suppliers for the client and conduct comparator analysis.
“By providing a detailed operational and functional model as part of our report, we can help our direct contacts within the force make the case for investment to their senior team,” Lee concludes. “We’re certain there will be a range of great opportunities and we’re looking forward to discovering and quantifying them.”
Ember Group was established in 2010, and is a specialist consulting, analytics and professional services group dedicated to transforming customer engagement and CX strategies and operations for major brands globally. With offices in London and Toronto, they deliver solutions to help organisations realise their customer service vision and increase commercial value from their service operations. The Ember Group has teams of specialists across various practices and disciplines, including service operations, digital, outsourcing, technology, commercial and finance, analytics, recruitment & search, training and L&D.
The Client: Our client is one of the UK’s largest police forces.