Call Journey’s conversation analytics solution helps a global insurance company with NPS.

1. 1800 159 116 sales@calljourney.com In the cloud
Call Journey’s conversation analytics solution helps
a global insurance company with NPS.
do more with calls
Preface
Contact centers have been recording conversations for decades as
part of either regulatory/compliance obligations or for future
reference for service related clarification. For many organisations, this
vast goldmine of rich data remains untapped as they rely on post call
surveys, team leader observations and the limited amount of calls
where QA professionals can review.
With the growth of big data utilisation and the pace of artificial
intelligence development the reality and opportunity to tap into this
rich source of unstructured data to drastically improve business
output has come at us with significant pace.
In our current environment, best practice organisations are tapping
into the huge volume of calls that happen every day to uncover
incredible insights as to what is occurring across the volumes of
conversations in their business. These insights are now proving an
asset in driving business performance.
Industry
Insurance
Employees
24.000
Challenge
Discovering the underlying
issues behind the NPS
www.calljourney.com sales@calljourney.com

2. 1800 159 116 sales@calljourney.com In the cloud
Background
One of the top Australian Insurers faced a task
of ascertaining customer needs that were not
reflected in customer surveys. Although
organization measured NPS and collected
short verbatim responses, it found the
anecdotal feedback insufficient to establish
what were the main drivers blocking growth in
areas such as Customer Retention, Conversion
Rate or Customer Effort. The Insurer turned to
Call Journey with a task of mining its call
centre conversations in order to provide
relevant, actionable insights enabling the
organization to discover and address the
underlying issues.
Solution
Call Journey implemented its market leading
Conversation Analytics solution tracking all of
the company’s contact centre calls to uncover
insights and findings to possible drivers for why
an insurance company’s NPS scores were solid
(58) but their key KPI’s weren’t in step. Using
Call Journey’s Emotional Voice Streams (EVS)
analytics solution, the insurance company was
able to gain valuable untapped insights into
NPS drivers both people and process centric.
Problem Statement
Call Journey and its partner met with the VP Of
Customer Experience, the VP Of Marketing, the
VP Of Operations and their VP Of Analytics to
understand their challenges. It was clear in the
discussion that the insurance company was
concerned that they were tracking a solid but not
spectacular NPS result but not seeing the score
translate into other key metrics such as customer
retention, revenue, CAGR and cost base metrics.
Implementation Process
On reviewing their NPS performance against their
industry mean, it was found that they were
tracking a 58 NPS score versus the industry mean
of 55. It was also found that the insurance
company was using post call survey
verbatim/scoring, mystery shopping and social
media monitoring to provide performance
insights. This, coupled with a small QA team after
consultation was deemed not at the level they
needed to gain greater insights as to what was
driving NPS and more importantly their key
performance metrics.
Call Journey began with a control group cluster of
conversations to create the benchmark point and
in conjunction with their partner, worked with the
insurance company to create a baseline key word
and phrase library based on their experience
working with the insurance industry and based on
the insurance company’s key insights areas.
Additionally, they collectively set up a program to
provide the recordings to Call Journey securely
via Call Journey’s cloud eco system and within
the data sovereignty parameters they were
working within.
Improvement process
Once the calls were provided to Call Journey the
sample set were ingested into Call Journey’s
analytics engine where every word and every
utterance was transcribed, and “scored”. Call
Journey then provided a data set including
Gender, % Silence, Sentiment, Emotion, Call
duration, agent I.D, Agent/Client Classification,
Diarization, Redaction (audio & text), Emotional
Intelligence, Confidence, % Overtalk, Speaker
Clarity Punctuation and Call Success.
Progressively over the first number of weeks of
the program, the team consisting of the insurance
company personnel, the partner and Call
Journey’s Customer Success Director were able
to begin to get a valuable insight as to some of
the challenges they were not surfacing in
traditional insight practices.
The group were quickly able to ascertain billing
issues, product challenges, payment process and
flexibility issues, channel engagement option
priorities and brand impacts. In addition,
significant agent coaching opportunities were
derived through emotion, sentiment and call
characteristics scoring.
www.calljourney.com sales@calljourney.com

3. 1800 159 116 sales@calljourney.com In the cloud
“We were going along nicely with a reasonably good NPS Score and the fact that our other
metrics weren’t going in parallel kind of nipped us in the butt a bit. We were patting ourselves on
the back that NPS was solid but were taking back a bit by the lack of progress correlation with
other metrics. We were relying too much on post call surveys and other small sample areas for
performance insights.
After one of our key partners introduced us to Call Journey, we quickly realised that there was a
massive black hole type gap in what insights we were gathering from our customer interactions.
Given the majority of our customer interactions were telephone based via our global contact
centre structure, we found that we were missing a massive chunk of incredible insights from our
vast amount of conversations.
We’re kicking ourselves that we didn’t do this earlier and now we have a well-structured, broad
customer interactions program that picks up many customer touchpoints, our conversation
analytics component though being the glue that holds it all together.”
VP Customer Experience – Global Insurance Company
Ongoing process
There is now an ongoing repeatable process in
place where the insurance company has an
automated feed into Call Journey’s conversation
analytics engine and has created a managed eco
system. In the environment, high level trends are
assessed, hypothesis tested, soft product
launches are assessed prior to full launch and
there is a rigorous feedback loop and operational
cadence set up regularly where key members of
the different contributing business units within the
insurance company review the insights and check
against their broad program of work.
Benefits for the Insurance Company
6 months after beginning the program, the
insurance company has moved their NPS from
58 to 67 and more importantly had seen a
positive shift in retention/lapse rates and
revenue per contact. A recent product launch
was aided by valuable soft launch customer
insights and the VP Of Marketing commented
that they wouldn’t have had such a positive
product performance if not for the conversation
analytics insights. This has saved them hundreds
of thousands of dollars in launch risk
management.
Future
The Insurance company has introduced a full call
volume process into its insights program of work
and has rest its big data program to pick up other
organisation wide data points.
Additionally, the claims process and experience
has been sculpted into a separate but
complimentary program of work as they were able
to gain great insights into their customer journey.
www.calljourney.com sales@calljourney.com