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Reduce Churn and Increase Customer Satisfaction with Speech Analytics

The case study featured in this paper will discuss how a healthcare insurance provider used contact analytics to identify and remarket to potential “at risk” customers. Additional benefits of contact analytics will also be discussed, including a reduction in average handle times, a reduction in call volumes, and the delivery of performance feedback directly to agents.

Companies today are under significant pressure to deliver excellent customer service. It is important that contact centers and the agents staffing them are performing at a high level. Contact analytics can help ease this customer service pressure by:

  • Revealing the most common reasons for calls and the most commonly asked questions.
  • Targeting the reasons behind long call times, frequent holds, or repeat contacts.
  • Pinpointing which customers are dissatisfied and at risk of churn.
  • Automatically measuring customer satisfaction to aid in retention and improve quality ratings.
  • Delivering direct feedback to agents and improving performance.
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