CUSTOMER PROFILE
THE CHALLENGE
With over 20 years of history, CSU has created a unique and innovative model of operation, with technological solutions customized to handle highly complex operations. The company's focus is on providing complete, efficient and creative high-quality service that generates excellent results for CSU customers.
In order to live up to the CSU vision and mission, the company recognized the need for accurate customer intelligence. The leadership understood that comprehensive call monitoring and analysis would provide the needed information. Similarly, the time to provide data and insights from the contact center to CSU customers needed to be reduced for the insights to be actionable.
Another challenge CSU was facing was related to its quality assurance processes. They were very manual, dependent on human intervention, monitoring, and reporting. The result was instances of error and imprecision. With these weaknesses, it was impossible to present quality assurance externally as an added value of CSU products and services. In addition, the company was unable to take a planned strategic step to expand the footprint of the organization by offering QA as a stand-alone service.
THE SOLUTION
To address the challenges the CSU was facing, the company adopted an innovation program targeting quality assurance capabilities. The primary objective was to transform CSU into a more competitive organization in the BPO space.
In addition to seeking to improve agent performance, CSU leadership placed an emphasis on listening to customers during calls and trying to better understand the customer experience. This was an important tool for quickly and accurately identifying opportunities for improvement that were impacting operations. The best interaction analysis, it was determined, would provide insights for both corrective and predictive actions.
With those goals, CSU performed a market review to find and assess technologies and methodologies that would meet the company's needs. Nexidia Analytics and NiCE Quality Central were determined to be the solutions most able to help expand CSU's capabilities.
Remodeling Quality and Adding New Services
The joint Nexidia Analytics and Quality Central implementation was planned and executed with the guidance and assistance of A5 Solutions, a Brazilian leader in integrating communication solutions in complex environments. Primarily, CSU focused on remodeling its quality assurance offerings and internal processes.
Nexidia contributed to this effort by providing actionable analysis of every interaction, with both structured and unstructured data. The solution's sentiment analytics is applied to both speech- and text-based communications. Rapid insights, real-time data, and easy-to-use interactivity, as well as centralized administration, meant that CSU leadership was able to get customizable reports and answers to sophisticated queries at any time.
A5 Solutions constructed a deployment timeline and solution customization. This included testing several QA business models. The high capacity and analytical speed of Nexidia provides fast feedback and information for each model which is sent downstream to CSU's custom developed product, Insights, for specialized visualization of data results. The new, one-of-a-kind BPO offering includes consultation, analysis, quality assurance, and quality management deliverables based on analytics provided by Nexidia.
THE RESULTS
More Speed, Accuracy, Savings, and Success
As a result of the implementation of NiCE solutions, CSU was able to improve its operations and expand its offerings. The primary measurable outcomes of the Nexidia- and Quality Central driven optimizations were:
- Cost savings. as no additional resources were required to provide the additional services and products. The improvements in productivity within the Quality Team reached more than 60%.
- Accuracy, as Nexidia's 100% interaction capture and automated analysis mitigates the risk of human error and bias in both analysis and the quality assurance workflows. Putting in context, required headcount to execute this task would be equivalent to 400 FTEs.
- Speed, with the average time for interaction analysis dropping from five days to 24 hours.
CSU was able to reposition itself as the first Brazilian BPO to deliver independent quality assurance monitoring services. According to Daniel Moretto, CSU Sales Director, the improved capabilities have already directly impacted the company by helping it win two new RFPs and sell Insights to its customer base.
The development of quality management was dependent on the comprehensive analytics and data capture of Nexidia. as well as CSU's decision to take action on the information gleaned from customer interactions. The two-pronged focus on performance metrics and customer experience was reflected in the achievement of the company's strategic business objectives.
