TalkTalk has chosen Nexidia Advanced Interaction Analytics to ensure quality, compliance and performance consistency across its internal call centres and outsourcer network.
Serving 4.2 million customers across the UK under the TalkTalk and AOL Broadband brands, the company has grown over the past five years through a combination of organic growth and acquisition. Nexidia Advanced Interaction Analytics is now a foundational element to help consolidate this growth by ensuring a consistent level of customer care, quality monitoring and agent performance management across the group.
“TalkTalk is a very agile organisation and we respond very quickly to changing market demands,” said Geoff Smyth, Consumer Operations Director. “The Nexidia solution will now access the ‘Voice of the Customer’ intelligence in 100% of our calls, from all customer touch points across our consumer business.”
“We operate in a very tightly regulated environment, so we are ultimately responsible for all customer conversations made on our behalf,” added Smyth. “Nexidia will now give us better visibility and control over our distributed operation. It will allow us to identify areas to improve, resulting in a better experience for our customers.”
TalkTalk has also employed Nexidia’s Managed Analytics and Business Services. The services team will guide the process of collecting interactions, prioritising subjects to study, conducting analysis and, most importantly, developing plans that put the results of the analysis into action.
Vendor agnostic, Nexidia is able to extract calls from the disparate, international call recording environments and route them all into one central London location for analysis.
Jonathan Wax
Jonathan Wax, vice president EMEA at Nexidia, comments, “We are delighted to be working with TalkTalk as this implementation plays to our unique strengths in the industry. As a vendor-independent analytics provider, we are able to retrieve calls from virtually any call recorder on the market, allowing access to 100% of those calls for maximum business insight. Nexidia has long been known as the fastest, most accurate and most scalable solution on the market, and this current implementation with TalkTalk, one of the UK’s largest telecommunications providers, provides yet another proof point that our analytics solutions deliver business value to our clients.”
Author: Jo Robinson
Published On: 1st Aug 2012 - Last modified: 22nd Mar 2017
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