ANALYTICS PROJECTS

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.

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.