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Customer Success Stories

VoiceAnalytics is deployed at market-leading companies in the fields of banking, insurance, energy and telecommunications. Some of our customers have testified about the positive ROI they have experienced for their business as a result of using and adopting VoiceAnalytics.

Multinational in the insurance sector

Decreased average length of non-productive periods

In an average inbound contact center,
30-35% of conversations are non-productive. For a 12 month period following the introduction of VoiceAnalytics, a client of the insurance industry was able to use and track the personalized targets for individual agents and decreased the average
non-productivity (silence and music) from 30,1% to 26,7%. This decrease is equal to a saving of approximately 1,5% of the yearly personnel cost of the agents. Furthermore, our client identified a correlation between TNPS and emotional index measured by VoiceAnalytics, contrary to the industry’s assumption that the shorter the call, the higher the TNPS. This allowed the head of quality to act on calls that needed further attention.

Multinational in the telecommunication sector

Reduced customer churn and legal cases

For our customer, in the telecommunications sector, the average cost of authority/legal cases in 2011 were €800,-

About 0,8% of their calls were customers calling with complaints, 0,5% of these complaints became legal cases. They have a separate procedure in place to flags calls as a potential legal case; however, only 50% of these calls were identified as such. After it’s introduction, Xdroid’s VoiceAnalytics was able to identify 50% of the remaining potential cases. This adds up to 15 legal cases per year, of which 90% were prevented.

With an average of 1.5 million calls per year, 15 rescued legal procedures will save a total of € 12.000,- per year. Besides money, it saves brand reputation, which is priceless.

 Multinational in the telecommunication sector

Increased sales efficiency

Our customer in the telecommunications sector has introduced an automatic sales offer on incoming calls at the end of the conversation. This offer reached 27% of the callers, with a sales conversion rate of 5,5%. With approximately 1.5 million yearly conversations, this amounts to nearly 3240 utilized sales opportunities. And with an annual profit of € 20,- per call and 1.5 million sales calls, this adds up to about € 64.800,-  extra profit.

Multinational in the utility sector

Increased productivity and sales efficiency

This customer has used VoiceAnalytics in the complaints management for years. And besides analyzing non-productive periods and measuring AHT, they also improved their agent occupancy rate. They are able to identify product sales opportunities in each call, thanks to keyword spotting and the emotion index.

They feed about 2 million calls into the system per year; their goal is to improve lead generation and productivity, achieve a higher dedicated workforce and a to deliver a more sales-oriented strategy.

To favor scaling up, they are moving call processing to the cloud.

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