Ember to help leading retail bank enhance Operational Planning

Targeted programme builds on previous speech analytics initiatives and will develop high-performance in-house team

Ember’s insight and analytics team is looking forward to returning to a leading bank to build on its previous speech analytics work. The customer engagement specialists have been appointed to help the retail bank understand the drivers of demand in its contact centre – using that insight to improve demand planning and significantly reduce the need to call. The outcomes will benefit both the bank – which can make its operations more effective – and customers, who will enjoy a better end-to-end experience.

As part of the project, Ember’s experts will work closely with the bank’s analytics team to help develop their skills and processes as well as implement appropriate governance drawing on best practice from across Ember’s global client base.

Building on previous recommendations

The project builds on work Ember previously undertook to audit the bank’s speech analytics function. The earlier work had identified some areas of good practice, but also clear opportunities for improvement – particularly around the more technical skills of language search development and maintenance. Ember will work with the bank’s team to develop and document new working practices in these key areas.

Other project deliverables include new reporting templates, that will provide the bank with the management information it seeks to prioritise change initiatives, and guidance on delivery plans for future speech analytics projects.

Consulting director Lee Mostari, the Director of Ember’s Insight and Analytics Team, is also excited at the opportunities the new project offers. “It’s very rewarding when clients take your recommendations on board and ask you to help make them a reality. This project offers a great combination of generating actionable insight around demand, that will lead to tangible improvements in the customer experience, and helping develop the talented team of analysts the bank has in place.”

Lee will be hands-on during the project, supported by a senior consultant and senior analyst – the latter of whom will spend a substantial share of their time on-site with the bank. The project is expected to last for around eight weeks, at the end of which the bank plans to seek independent accreditation for its analytics team.

Ember will then continue to support the bank as it explores further opportunities to harness speech analytics across its customer operation.

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.

About our client

Our client is one of the UK’s oldest and best-known retail banks and has over 30 million customers. It operates several contact centres to provide telephone banking and other customer services.

For more information contact Ember on 020 7871 9797 or info@embergroup.co.uk