This is our story of helping a leading insurer optimize Quality Assurance (QA) efforts and achieve significant efficiency gains by leveraging deep domain expertise, the client's existing interaction analytics platform and Tableau. Our team delivered a consultative solution to address key challenges, including limited call monitoring and manual QA processes.
As we know…
The insurance industry is transforming rapidly, with customer expectations for seamless service and operational efficiency reaching new heights. Contact centers are pivotal in managing claims, sales and customer care interactions. However, the sheer volume of calls – often numbering in the millions annually – makes traditional QA processes labor-intensive and limited in scope.
Interaction analytics is emerging as a critical tool for insurers to drive efficiency, enhance and automate quality monitoring, and deliver actionable insights. This improves the conversation quality while facilitating the evaluation of nearly 100 percent of calls.
The challenge for our client was…
Optimizing QA efforts within its contact center, which handled claims, sales and customer care. Despite investing in a leading interaction analytics platform, the client audited only 2 percent of its annual five million calls. This restricted the insights they could gather to improve agent performance and customer satisfaction.
Their main objectives were:
Automation
Automate the claims and sales quality evaluation process and consolidate reporting
Integration
Establish a centralized dashboard to automate reporting and reduce fragmented data
As the consulting and domain partner…
WNS provided a customized solution leveraging the client’s existing interaction analytics platform and Tableau. The project team, comprising platform experts, domain specialists and QA subject matter experts, harnessed the Artificial Intelligence (AI)-enabled features of the existing interaction analytics platform to achieve highly accurate quality automation. This approach maximized the client’s return on investment in their existing platform.
Key aspects of the solution included:
Quality Form Automation
- Automated 50 percent of the quality form, including 63 out of 126 parameters, to minimize manual QA efforts
- Leveraged AI capabilities within the platform to automate soft skill behavior analysis for agents
Integrated Reporting
- Built a data pipeline to transfer data from the client’s interaction analytics platform into Tableau, enabling centralized and automated reporting. This eliminated the labor-intensive process that previously took days to complete
Expert Deployment
- Utilized WNS’ domain expertise and tool knowledge to ensure seamless implementation and timely delivery
The solution stood out for its focus on maximizing the use of the client’s existing investments while achieving significant automation and efficiency gains.
The solution delivered measurable and impactful outcomes…
Enhancing the client’s operational efficiency, enabling better resource allocation and decision-making, and positioning the contact center as a driver of customer satisfaction.
Key outcomes included:
percent reduction in QA audit effort using the automated quality evaluation suite
percent reduction in reporting effort through centralized, automated dashboards
percent audit coverage achieved across total calls
Integration of interaction analytics data with other data sources into a single dashboard, enabling comprehensive insights
Data-driven initiatives for agent skill development and process improvements