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Turning compliance insights into action

Machine learning and AI led analysis

Challenges

Common Challenges

When attempting to turn compliance insights into action, we have been asked to solve the following challenges

  • Variable processes drive longer AHT
  • Time to identify & verify callers
  • DPA lapses
  • Low service level adherence
  • Lack of in call compliance
  • Evidence of compliance in action

Our Solutions

When addressing the challenges around turning compliance insights into action our solutions were

  • Notifications in real time prompt agents based on incorrect desktop process
  • In call alerts of customer being identified
  • In call notification of correct DPA or compliance statements
  • Real time alerts for team leaders
  • Notification of non-compliant statements or processes
Idea-Solution-PNG-HD-Image
benefit

Benefits

Once our solutions were implemented, businesses have seen major benefits 

  • Reduce AHT by 5-10% out of the box
  • Reduce variance in AHT by call type
  • Minimise agent & customer effort
  • Maintain records of non-compliance & rectification
  • Minimise risk of financial penalties

Listen Everywhere. See Everything. Decide.

  • Active Listening
  • Real Time Decisioning
  • Live Interventions
  • Driven by Data Creation not Data Collation
ROI in year 1
0 %
AHT Reduction
0 %

Intelligent Customer Experience Management

5/5
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About Datatrack

Advanced solutions for contact centre, UC&C and Call Handling. 

Actionable insight using powerful real-time data analysis, intelligent automation and customisable dashboards supporting rapid data driven decisions

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