Ember is Vitality’s New Supplier of the Year


Award reflects instant impact delivered by exceptional analytic services

Ember was delighted to be announced as New Supplier of the Year at Vitality’s Supplier and Partner Awards in November. The health insurer praised the instant positive impact that Ember’s automated quality assessment solution has had on its frontline customer service, enabling it to gain actionable insights from the 1 million+ calls it receives each year.

The Ember solution, introduced in May 2019, is a fully managed analytics service. Ember procured, deployed and configured a CallMiner Eureka platform to record, transcribe and analyse every call. Ember then provided regular detailed reports to track quality outcomes against Vitality’s key business targets.

Instead of requiring contact centre managers to listen back to a small dip-sample of calls, the solution provided detailed performance information about each advisor. Managers could then target coaching to reflect individual needs – based on the advisor’s performance across 100% of their interactions, rather than a single ‘problem’ call or compliance failure.

Advisors and contact centre managers alike have found this new system fairer, faster and far more insightful.

The solution doesn’t just look at hard compliance rules either: Ember has configured it to enable Vitality to assess whether calls are being managed with the empathy and sensitivity it wants. The result is a better customer experience – which in turn feeds into increased retention. Beyond this overall picture, Vitality has found further uses for the Ember solution in terms of individual learning and development as well as understanding Demand Drivers in the business.

The immediate impact on frontline performance was the key reason that Ember was selected as New Supplier of the Year. But Simon Evans, Vitality’s Business Performance Director, is already looking to the longer term. Describing the solution as “a model managed service”, he commended the proactivity of the Ember team for “suggesting new ways we can use the solution to improve our business.”

Lee Mostari, Director of Insight and Analytics at Ember, shares the credit for the accolade.

“It’s a great partnership with Vitality: the team there are willing to work in a collaborative way, which means we can apply our expertise to answer the questions that matter to them. Furthermore, because CallMiner is a platform we know really well, we’re able to use the technology in innovative ways that deliver on its full potential. With over a million calls a year, there’s plenty of scope to generate further insights and improvements.”

About Ember

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.

For more information contact:

Ember (UK) 020 7871 9797 | info@embergroup.co.uk

Ember (Scandinavia) +44 (0) 207 871 9797 | rachna.trehan@emberservices.com