Speech Analytics Model | Fortune 500 Energy Company
Author
Andrew C. Studee
Date Published
CLIENT CHALLENGE
The client, a Fortune 500 energy company, wanted to use speech analytics to improve customer experience and reduce costs. They had a best-in-class speech analytics system, but needed a governance structure, system configuration, and adoption strategy to realize the value of their investment.
KEY RECOMMENDATIONS
- Define the critical building blocks of the speech analytics program
- Establish an organizational structure that supports speech analytics
- Make category updates to more closely align with call patterns and caller speech
- Integrate customer experience and speech analytics efforts
THE VOYAGE APPROACH
DISCOVERY + IDENTIFY OPPORTUNITIES
Reviewed current state of the speech analytics program, performed data analysis, evaluated and validated speech categories.
SPEECH ENHANCEMENTS + BUSINESS CASES
Created 5 business cases around key call drivers. Made updates to categories to improve reporting and insights from speech.
FUTURE STATE MODEL DESIGN + ROADMAP
Designed the future state model for speech analytics, including recommendations, a draft playbook, and an implementable roadmap.
RESULTS
- Speech categories were reduced from 42 to 13
- 90% Increase in category accuracy
- Defined blueprint and implementation plan, project complete in 8 weeks
- $1M Cost savings identified in business cases
- Implementing a governance structure and organizational framework facilitated adoption and consistent usage.
- Collapsing the number of speech categories and increasing system accuracy reduced noise and allowed the client to focus on key call drivers.
- Use cases led to specific, actionable initiatives to generate $1M in savings.
- After an eight-week engagement, the client had the tools to implement a speech analytics program calibrated to generate meaningful operational insight.
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