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With our Analytics branch, Neovantas helps companies hear the “Voice of the Customer, Employee and Business”, systematically incorporating sophisticated Speech, Text, and Web Analytics tools and using the client’s unstructured data to maximize results in all their performance indicators
EXPERIENCE
150
ANALYTICS PROJECTS
More than 150 Analytics projects since 2010 for leading companies in the banking, telecoms, insurance, and energy sectors, in Spain, southern Europe, and Latin America
IMPACT
25%
INCREASE IN REVENUE
We have achieved an increase in sales of up to 25% for our clients in Spain, southern Europe, and Latin America
EXPERIENCE
150
ANALYTICS PROJECTS
More than 150 Analytics projects since 2010 for leading companies in the banking, telecoms, insurance, and energy sectors, in Spain, southern Europe, and Latin America
IMPACT
25%
INCREASE IN REVENUE
We have achieved an increase in sales of
up to 25% for our clients in
Spain, southern Europe, and Latin America
EXPERIENCE
150
ANALYTICS PROJECTS
More than 150 Analytics projects since 2010 for leading companies in the banking, telecoms, insurance, and energy sectors, in Spain, southern Europe, and Latin America
IMPACT
25%
INCREASE IN REVENUE
We have achieved an increase in sales of up to 25% for our clients in Spain, southern Europe, and Latin America
TYPES OF PROJECTS
Improved sales in incoming and outgoing calls
Automated assessment of quality and customer experience
Call reduction and efficient redesign of processes
Increased efficiency in collection management
Development of predictive models for customer churn
AWARDS AND RECOGNITION
For our collection management projects, Neovantas won 2nd prize for most innovative project with Speech Analytics in Europe, presented by VERINT EMEA at their ‘Engage on the Road 2017’ event in London.
ANALYTICS PROJECTS SUCCESS CASE
Neovantas carried out a project with one of Spain’s leading telecommunications companies to increase the sales conversion rate for incoming calls to its call center.
During the initial stages, a representative sample of recorded calls was identified, analyzed, and correlated with whether the call resulted in a sale. This allowed us to identify good practices by the telephone operators with the best sales data (customer engagement, sales pitch, closure, etc.). This data was then entered into a statistical model to determine the individual impact of each practice. These conclusions were then transformed into support materials on sales dialogue (+ incentives) which were rolled out on all their platforms (+2,000 operators).
Lastly, a monitoring system was established using a dashboard to measure correct use of good practices and the correlation with sales conversion rate at each organizational level (region, center, coordinator, etc.) to ensure continuous improvement of results.
IMPACT
AWARDS AND RECOGNITION
For our collection management projects, Neovantas won 2nd prize for most innovative project with Speech Analytics in Europe, presented by VERINT EMEA at their ‘Engage on the Road 2017’ event in London.
INTERNATIONAL ANALYTICS PROJECT SUCCESS CASES
Neovantas carried out a project with one of Latin America’s leading telecommunications companies, with more than 300 million customers.
The challenge set was to reduce the volume of low-value calls received by their customer service team.
In collaboration with Neovantas, the firm implemented a continuous improvement system based on Speech Analytics that enabled them to identify opportunities and devise initiatives to reduce the volume of incoming calls. This project led to specific actions focusing on internal processes, customer digitalization, and improvements to both platforms and operator performance. These initiatives meant that greater information was made available to customers, providing them with digital ways of managing their own accounts and improving the chances of being able to resolve their queries themselves.
Since implementation in 2015, the company has seen a reduction in the volume of incoming calls by some 40% and continues to use Speech Analytics in their day-to-day operations to maintain and improve these results and provide the best customer experience.
IMPACT
Neovantas carried out a project with one of the biggest banks in Peru and the leading provider of integrated financial services, boasting more than 6 million customers.
Automated audit processes were implemented using Speech Analytics to measure the quality of all aspects of their service in order to improve customer service.
These automated audits allowed the bank to achieve a 20% improvement in the call center’s main service indicators, for all customer segments, within the first 6 months. They also managed to reduce their costs as they no longer required manual auditors.
Since 2016, the bank has been using these automatic audits to measure and improve service quality and has put in place an automatic bonus system for their operators based on audit results.
IMPACT
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