Ventura, one of the UK’s leading outsource specialists, wanted to understand what was happening at the point of interaction between the customer and the agent.  They sought a deeper understanding of their challenges so they could drive improvements across the service.  Finally, with KPIs specific to each client, they wanted a way to define and quantify improvements.

Ventura chose Nexidia’s Enterprise Speech Intelligence (ESI)—a proven, scalable and affordable solution.  Through ESI’s call driver analysis, Ventura was able to categorize and validate the Average Handling Time (AHT) for each type of call, quantify the outliers and draw up targeted actions for maximum improvement. Weekly and monthly call driver analysis reports also highlighted the non-talk time by advisor and the top 200 agents with the highest level of silence time were offered targeted training and support. Furthermore, through call driver reports, Ventura was able to identify advisors who were successfully cross selling additional products, chart the reasons for their success and pass this information to the process improvement team. Moving forward, Ventura continues to strive to understand what drives customer satisfaction, and perhaps more importantly, what generates complaints.

• Reduced AHT:  In a pilot to improve calls regarding a bill process, Ventura achieved a 42 second call reduction, giving a 4 second reduction in AHT across 30,000 calls and 800 FTEs.
• Decreasing Non-Talk Time:  Within three weeks of the start of the QuickStart, non-talk time had been reduced by 10%.
• Adding Value/Cross Selling:  Increased cross selling of a targeted product by 50% in only 5 months.
• Customer Satisfaction/Complaints:  The KPIs for our customer satisfaction survey, which amongst other things chart positive and negative agent behaviors, have doubled for a targeted client