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31 July 2023
The implementation of a sophisticated speech analytics and customer experience solution across our business has been shortlisted for a prestigious national award.
The long-established awards “recognise the stand-out organisations, technologies, leaders and innovations in the dynamic communications and ICT communities.”
Our use of speech analytics has been shortlisted in the Best SME Contact Centre Customer Solution category. This acknowledges implementation of a “compelling contact centre solution for SME end user customers.”
“We worked very closely with Avoira to fine-tune Xdroid in order to maximise its benefits to our customers, staff and the company.
This has resulted in the implementation of an extremely powerful solution with which to further enhance customer experience and support and empower our staff to consistently deliver optimal outcomes.
It’s fantastic to see the Comms National Awards’ judges recognise the work we and Avoira put in to developing the solution and the benefits it is bringing.”
We now face a nervous wait before the awards climax at a glitzy ceremony being hosted at the Park Plaza Hotel on Westmnister Bridge on 29 September.
Xdroid has proven a powerful tool in enhancing the experience of Principal’s customers as well as promoting the wellbeing and performance of our staff.
It is also assisting us in satisfying and evidencing our compliance with regulatory obligations.
Indeed the announcement of the CNA finalists coincides with the introduction today of the FCA’s new Consumer Duty regulations. A previous guest blog by Ian Taylor, Avoira’s Head of Customer Experience, explained how Xdroid will play a key role in helping us satisfy the new rules.
Unlike traditional call sampling techniques, Xdroid can capture, transcribes and analyse every customer interaction. This allows us to monitor compliance with both the FCA’s and our own protocols, across the board and provide feedback to our agents during and post-call.
Staff can also access personal dashboards which provide a range of performance indicators, including benchmarking against team, department and company averages.
This incorporates over 130 keywords and phrases within 14 categories of vulnerability, ranging from a change of address through low income, domestic violence, depression and suicidal tendencies.
This is complimented by a Customer Sentiment Tracker powered by Xdroid’s emotion-detection capabilities.
This provides invaluable insights into customer satisfaction levels during and at the conclusion of any interaction, empowering Principal to identify touch points which inform future best practice.Back to listing