Data Analytics solutions process large quantities of data to produce actionable insights from analysis of existing data as well as extrapolating data to make predictions. Data analytics can be applied in optimizing workflow processes, monitoring data trends, analyzing productivity, predictive analytics, behavioral analytics and feeding into artificial intelligence systems for recommended decision making. The solution leverages on data analytics to create a more efficient process for call center operations. The solution analyses call information and analyses calls for keywords and scoring to improve performance and increase productivity. The solution reduces monitoring and training costs needed by automating quality control and analytics processes, creating a more streamlined call center. The solution produces recommended transcripts based on past information, increasing revenue through up-sell and cross-sell opportunities. Find out more at www.ey.com/sg/fintechhub. For enquiries, contact us via email at fintech@sg.ey.com.

1. Past
Future
Speech analytics for increased customer
satisfaction and sales
Case study
Context:
A large Insurance provider experiences large
volume of calls daily in its call center.
Large volume of calls make data analysis
through manual sampling and listening virtually
impossible.
The client wanted to monitor key parameters
such as sales conversion, agent compliance
and customer satisfaction in this context.
Proposed solution:
• A trusted speech analytics product was
proposed to gain insights in three main
areas: sales conversion, agent compliance
and customer satisfaction.
• Analysis was performed on 100% of the
calls to identify key trends.
• Real-time notifications were provided to
those agents who missed reading out the
disclaimer statements.
• Recommendations in terms of ideal sales
pitch was also provided to the agents to
increase sales conversion.
Client impact:
• Eighty-two percent increase in customer
satisfaction (CSAT) score level
• Twenty-six percent increase in agent
compliance
• Fourteen percent increase in sales
conversion
• Twelve percent first call resolution (FCR)
Contact us
Customer interaction challenges
Minimizing customers’ waiting time
between calls
Ensuring compliance to regulations
Creating more upsell and cross-sell
opportunities
Creating personalized customer
experiences
Varun Mittal
EY Global Emerging Markets FinTech
Leader
varun.mittal@sg.ey.com
Business challenges solution methodology
Benefits of speech analytics
Train call agents Improve
compliance
Increase Up-Sell
and Cross-Sell
Cut monitoring
costs
Speech analytics modules
Sentiment analytics
Business rules
configurator
Dynamic language
switching
Keyword spotting AI Scoring engine
Automated
transcription
Recommendation
engine
Custom management
information system
(MIS) and analytics
Create
awareness
that a decision
must be
made
Understand
the scope and
context of
the decision
Identify likely
outcomes
Identify the
best course
of action
Report on
the results of
the action
Descriptive Diagnostic
Prescriptive Predictive
Website: www.ey.com/sg/fintechhub
Email: fintech@sg.ey.com
Sahil Gupta
EY ASEAN FinTech Manager
sahil.gupta@sg.ey.com

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