Driving Operational Excellence with Speech Analytics

CASE STUDY (US)

The Challenge

A program was looking for ways to:

• Establish program specific benchmarks for onboarding new team members and performance
• Monitor interactions at scale
• Create a next day feedback loop for their Clinical Educators

The Approach

Leverage our existing speech analytics platform and implement the Inizio Engage scorecard to provide out of the box scoring on core operational metrics including open and close, confidence, politeness, and silence time.

The Solution

Using our existing platform, the team achieved the following outcomes:

• Achieved a 50x increase in the number of calls monitored
• Identified benchmarks for speed of onboard as well as baselines for silence time on a call to help monitor performance across the team
• With the start of next day coaching and self coaching, the team saw rapid improvements in politeness and use of hold language