Leading claims management company, EMCAS, has appointed customer management consultancy Ember Services to operate a managed analytics service across its 170-strong contact centre team to ensure compliance and service excellence for its clients.

Ember’s Agent Analytics service will apply advanced speech analytics technology to monitor calls made by EMCAS’ UK contact centres and those of its business partners. Ember will validate the appropriateness of agents’ conversations with clients to ensure that outcomes and actions, particularly requests not to be contacted again, are accurately recorded.

Ember’s Agent Analytics will alert EMCAS to any calls that breach the expectations of the regulator or the behavioural standards set by the company’s own Client Charter.  By alerting EMCAS to any instances of non-compliance, Ember’s Agent Analytics will allow EMCAS to take direct and immediate action to ensure that they do not re-occur.  Ember will review the analytics findings and provide EMCAS with regular reporting as well as proactive alerts whenever a potential compliance breach is identified.

In an industry that has been held to account by the regulator for nuisance calls and inappropriate client contact, EMCAS works consistently to deliver an exceptional experience to its clients that protects their privacy and demonstrates respect.  By deploying Ember’s Agent Analytics service it reinforces its commitment to service excellence and to raising the bar for compliance both within EMCAS and across the claims management industry.

“The use of analytics is streamlining our compliance processes and making it easier for us to meet the requirements of the regulator and the expectations of our clients,” says EMCAS’ Director of Compliance, Trevor Nicholson.  “Agent Analytics is so much more than a technology solution; with Ember’s consultants working alongside us to interpret the findings and advise on actions to enhance performance, we’re confident we can deliver an enhanced service while focusing all our efforts on achieving financial redress for our clients.”

In the early months of its contract with EMCAS Ember will focus on monitoring calls for compliance.  In time the service will be extended to evaluate the efficiency of client contact and the effectiveness of EMCAS’ sales processes.  “Agent Analytics provides organisations with the insights they need to improve every aspect of their conversations with clients or customers,” says Ember’s Director of Analytics, David Naylor.  “And because its analytical findings are interpreted by experienced customer management consultants, it delivers practical and pragmatic guidance to improve performance.”

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