Flare Design, recently caught up with John Carr and Andrea Ayres in the U.K, to discuss Lloyds Telephone Banking transformation program and the, now embedded, open speech navigator.
John Carr said “The open speech navigator was the first of several initiatives that target improving the caller experience when our customers contact us, saving them time and effort in the process. The solution allows customers to simply make a request in their own words, immediately transferring them to an appropriate advisor. It’s a fast, seamless, and customer friendly experience. Each advisor then receives full context of what the customer has requested and is able to move faster to resolving their enquiry”.
Andrea Ayres added “Previously we weren’t able to get complex enquiries directly to our 2nd tier support, meaning a conversation and then transfer from our front line advisors. However, now we have much more detail about the customers enquiry so we can make that direct connection. Something else we learnt during the design phase was the value in they system not just for routing but also as a critical tool for our staff. We spent a fair amount of design effort to get the translation (of the customers spoken request) to our advisors just right. The bonus for me has been the fact that our advisors have expressed how they feel more empowered and can better service customers now”.
The service launched in November 2012 servicing Lloyds 35m customers. While it was fully rolled out by January 2013, it is continually being refined.
“We know that the system is not static and we are working across our business to extract insights from customers interactions and apply this learning to continually improve performance. This isn’t just for the system itself but can also be applied to the way the business operates, including the contact centre”. said Mr Carr
Mrs Ayres commented “We’re seeing great results, including a significant 14 point uplift in our customers net promoter score (NPS), and can see a clear pathway to continuous improvement now we have access to customers real reason for calling. I’m already managing initiatives where we can identify root cause of specific contacts and discover the way to better service these needs”.
Lloyds built the IVR open speech solution in-house with the support of Enterprise Integration Group (EIG) who created a dynamic architecture to deliver the flexibility Lloyds were seeking and Flare Design who continuously challenged the design to ensure Lloyds developed a best practice solution.
About Flare Design: Flare are leaders in open speech customer experience and business process design. We bring a complete end-to-end view of the impacts, pitfalls and mitigating strategies of open speech implementations, change and the impact on staff. In the last 10 years, we have been fortunate to work on many of the major speech implementations and have contributed to the significant turn around in customer perception and press adoption of speech recognition systems.