Increase in QA efficiency
Agent Coaching Feedback
“Using Provana’s speech analytics, we were able to increase the oversight of calls from 10% to 100%, at half the cost. This has transformed our quality assurance program.”
-COO, Insurance Sales Agency
The agency was working with a bleeding edge speech analytics technology to stand up a speech analytics program. Tailoring speech analytics to specific use cases requires speech engineers to learn the target domain and build out dozens of categories. The agency struggled to operationalize this work into a meaningful set of scorecards. By implementing Provana ICAP, the agency benefitted from multiple pre-built classification frameworks, as well as Provana’s experienced speech engineering team, willing to work with agency staff to build out the right categories and metrics.
Prior to using ICAP, the agency’s QA personnel would only review one sales call per Sales Agent per week. The agency had a ratio of 17 Sales Agents per QA specialist, with the QA team cresting at over 80 staff. The feedback QA team had for the Sales Agents was not streamlined through one platform and required multiple channels to listen to the calls, score on a lengthy scorecard, and share feedback with respective teams.
Performance Managers would have a one-on-one discussion with the Sales Agents, but the time-consuming nature of their feedback loop was counterproductive and was not always accurate due to the small sample size of reviewed calls.
Provana’s ICAP speech analytics solution made sense for multiple reasons:
- 100% Call Monitoring: ICAP automatically and objectively scores every single call made, using a comprehensive scoring model.
- Increased QA Efficiency: Automation has increased efficiency levels through the ability to search through transcripts, confirm automated scores, and easily find call events.
- 360 Coaching Feedback: QA specialists provide feedback to Sales Agents, Sales Managers coach the agents, and Sales Leadership tracks coaching trends through ICAP.
- Consolidated Platform: Very easy to review calls, track QA productivity, and coach Sales Agents to increase compliance through one streamlined, consolidated platform.
Provana’s ICAP speech analytics solution helped the insurance sales agency achieve the following:
- Significantly reduce risk by reviewing 100% of calls, versus the previous 12%.
- Increase QA efficiency from 5 to 75 reviewed sales calls per day per QA specialist.
- Reduce spend on QA from 80 staff to only 15.
- Generate CMS-grade reporting directly from their speech platform.