Hugo Loubser at Synthesis explains how to build an automated call centre analytics solution that is capable of capturing mass structured data from interactions with clients and performing analytics to readily derive value .

The call centre analytics solution may be used for any use case that requires understanding the interactions clients are having with your organisation . The infrastructure is designed to be general in its feature extraction , with minimal changes needed to retrofit to any new use case by simply requiring one component to be tailored to incorporate the business logic that formulates the use case .

Compliance challenges

Regulators require at least 5 % of calls to go through Quality Assurance . Failing to comply with these requirements could have multiple repercussions , some of which include :

• Penalties and fines if calls are found to be noncompliant with AML , FAIS , TCF , NCA , POPI .

• External fraud if customer authentication is not performed correctly .

• Reduced customer service levels if staff do not act professionally resulting in lost revenue .

• Legal Risk associated if a client is not made aware of the necessary terms and conditions of a product .

A typical bank could make and receive approximately 10 million calls per annum .

With the regulatory requirement set at 5 % of call volumes , this means that with 1370 calls per day , a typical sales call with a duration of 30 minutes , compliance teams would have to listen to 683 hours of calls for just one day ’ s worth of interactions . In other words , it would take 85 days for one person to listen to just one day ’ s worth of calls . No company has the resources or the budget to be able to listen to calls at this scale , explains Hugo .

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