Flare Design are ecstatic that more than 400,000 people have already enrolled in the New Zealand Inland Revenue Voice Biometrics system within months of launch (reported back in July), and is on track to reach the sizeable first year target.
Flare Design have worked with Inland Revenue helping shape their broader transformation roadmap for over 5 years, designing a seamless move into voice biometrics. When we began this project we gathered the key stakeholders, educating and engaging them in voice biometrics and its challenges. Our value is the knowledge we bring in voice biometrics deployments, enabling us to highlight risks, mitigation strategies, and essentially sophisticated approaches to maximising the sum of all the pieces, as this is not just about a technology. Our goal is to work with the biometrics vendors to develop a solution that puts the customer and your people at the centre of the design.
From the working sessions we delivered a clear strategy, big targets, and a preparedness to innovate to achieve these goals. This set us a challenge around how we could explain the concept of voice biometrics to the customer base, gain buy-in from agents already under call handle time pressure, and then enroll 800,000 people without risking a blow out in costs. For a small taste of the questions that you’ll need answers for look here.
We worked hard to understand the key customer groups within Inland Revenue who had a preference for the phone channel, isolating groups based on contact patterns and needs rather than typical segmentation. Their contact patterns, regularity, existing use of open speech (what they requested), and current means of authentication all fed into a model that then allowed us to approach them with variations on the proposition, and at different times when appropriate resources were available.
As with all our projects we also respect the knowledge and seek key input of frontline staff, understanding how they work, what they understood the concept to be and how to best integrate it into their work pattern (and importantly their desktop and processes). We led a change program that was centred on the agent, and achieved significant adoption across the business, still evident today.
The result was Flare Design architecting a unique interface experience for the customers and agents, with a number of specific features within the implementation that do not exist in any other voice biometric system in the world. By creating customer and business centred as well as detailed design requirements we were able to provide the technology vendors with a clear set of deliverables. This is how the technology delivered the business need.
For customers this system does more than just confirm their identity as it also increases access to automated service and makes calls to human support faster and simpler.
The full article at New Zealand’s news and information website, stuff.co.nz …here.
About Flare Design: Flare are leaders in voice biometric customer experience and business process design. We bring a complete end-to-end view of the impacts, pitfalls and mitigating strategies of voice biometric implementations, change and the impact on staff.