Quality Monitoring/Speech Analytics

Project Background A large ILEC/CLEC that provides voice and data services to several hundred thousand customers.
Business Challenge • Call centers were supported by a Central Office switch with ACD software providing only limited capabilities and management information
• Agent desktop application environment was very complex which led to higher than average error rates and handle time
• Company required a fully integrated contact center technology and desktop solution to enhance the customer experience
Project Approach Within 2 months, in conjunction with the client, we:
• Developed corporate vision of customer care
• Conducted a needs assessment
• Developed high-level technology requirements based on the corporate vision
• Created a business case for recommendations
• The project team presented the business case to executives and gained approval
• In three months, a three person consultant team worked with the client to define requirements, develop RFPs, review vendor presentations, and negotiate contracts
• The project team worked with the vendor to assist in implementation and acceptance of the new solution through 2 phases.
Business Benefits • The client saw increased sales and decreased costs within the first quarter following implementation
• The client leveraged the improved reporting and customer insight capabilities of the new system to identify repeat caller issues and developed action plans which reduced repeat calling rates by 30%.


Project Background A major provider of financial services to students and education lenders. The company was operating 4 isolated call centers throughout the country. Growth through acquisition had created a customer service technology environment that was fragmented, outdated, and forced inefficient use of resources.
Business Challenge Create an environment where:
• All contact centers could work together as one
• Technology was scalable
• Technology could support not only the call center but non-call center employees and executives
Project Approach • Working with client executives, the project team defined a vision for customer service and developed high-level technology requirements that support the vision
• The project team presented the business case to the Board and gained approval
• The team developed RFPs, facilitated vendor presentations, and negotiated contracts
• The team was also engaged to work with the vendor to implement and gain acceptance of the new solution
Business Benefits • In 5 months, the project went from initial discussion of vision to Board request for funding to receiving live calls in the first call center
• Second site was live and operational only 4 weeks after first site
• As result of having clearly defined vision and technology plan client was able to roll-out new solution to the remainder of the organization – over 2,000 employees, a total of 800 call center agents , adding WFM, predictive dialing, and QA monitoring- quickly, using internal staff, at significant savings (ROI to client from consultant services estimated at over 600%)
• Substantially increased customer satisfaction, improved calls/account ratio, and reduced cost of service/account by using improved management information capabilities


Project Background A division of a major cable operator serving over 500,000 subscribers in a metropolitan region. The division provides video, high speed internet and digital phone products to both residential and commercial customers
Business Challenge • High customer contact rate (over 150%) has led to poor service levels and high abandonment rates
• Little visibility on why customers are calling
Project Approach • Based on an eight week call center assessment engagement, identified need to determine call drivers thus allowing the client to develop action plans to reduce calls
• Assessment team recommended the use of Speech Analytics to identify call reasons
• 4 person project worked with client to identify over 20 call categories and subcategories
• Team built over 400 patterns and tuned the speech recognition engine for use within the geographically region
• Team developed and deployed custom dashboards and searches highlighting the areas for the executives to address
Business Benefits • Expected benefits from the engagement include:
• Increase awareness of call drivers
• Outline action plan to address call volume
• Reduction of contact rate to the corporate average of approximately 70%

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