31 July 2023

Principal’s Xdroid Speech Analytics solution shortlisted for national award

Comms National AwardsThe implementation of a sophisticated speech analytics and customer experience solution across our business has been shortlisted for a prestigious national award.

The introduction at Principal of Xdroid speech analytics has earned technology solutions specialist Avoira a place in the finals of the Comms National Awards (CNAs).

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.”

“Extremely powerful solution”

principal insuranceOur managing director, Dave Bowcock (left), is delighted that our use and bespoke development of this technology has earned national acclaim.

“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.

Enhancing customer experience, promoting agent wellbeing

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.

Identifying and supporting vulnerable customers

We have also developed a vulnerable customers’ identification tool.

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.

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