Turning compliance insights into action

Machine Learning and AI-led analysis

Problems we've been asked to solve

Variable processes drive longer AHT

Time to identify & verify callers

DPA lapses

Low service level adherence

Lack of in call compliance

Evidence of compliance in action

Solutions Used

Notifications in real time prompt Agents based on incorrect desktop process

In call alerts of customer being identified

In call notification of correct DPA or compliance statements

Real time alerts for Team Leaders

Notification of non-compliant statements or processes

Benefits Made

Reduce AHT by 5-10% out of the box

Reduce variance in AHT by call type

Minimise Agent & Customer effort

Maintain records of non-compliance & rectification

Minimise risk of financial penalties

Solutions Implemented

Speech Analytics

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