Verifying customer authorization through speech analytics

Article by
J.Lodge

September 20, 2018

Case study: Customer authorization

The challenge:

A Fortune 500 corporation was experiencing low purchase authorization compliance, which damaged relationships with customers and could have resulted in legal issues. To authenticate customer orders and prevent unauthorized charges, the company contacted J.Lodge to initiate a purchase authorization compliance program within its contact centers.

The solution:

In just 90 days, J.Lodge created and implemented a compliance program for all the client’s contact center vendors. J.Lodge developed compliance guidelines for the purchase authorization program; then, using full-featured speech analytics software tools, our team of business analysts created a keyword search to look for customer interactions that required verification.

After identifying and verifying the calls where authorization was needed, the J.Lodge team conducted call calibrations with the contact center’s vendors to ensure program buy-in with all involved parties.

 

The result:

By using speech analytics to identify purchase authorization within a call, J.Lodge lowered the time required to review each call by an average of five minutes, reducing costs and significantly improving the efficiency of the client’s quality assurance program.

The result of these actions was a dramatic improvement in purchase authorization compliance.

 

Purchase authorization compliance rose from 60 percent in the first month to more than 91 percent within eight months, keeping the client clear of legal issues and improving their relationships with customers.

Contact us today to learn how J.Lodge is uncovering methods of contact center success.