Speech Analytics Model | Fortune 500 Energy Company
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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