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Lower the cost of service
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Turning compliance insights into action
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Turning compliance insights into action
Machine Learning and AI-led analysis
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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
Tracxion
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Speech Analytics
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