Enhanced beneficiary experience
Improved contact center efficiency
Empathetic, personalized agent training
About NHA
NHA, also known as Ayushman Bharat, is the world’s largest insurance scheme that helps economically vulnerable Indians access healthcare facilities.
Challenges
Team NHA was struggling to improve the efficiency of its contact center operations. It was difficult for them to gather deep, intuitive insights into what the beneficiaries need, feel, speak, and respond to. A full analysis of thousands of hours of audio and chat transcripts amid tight delivery deadlines was humanly impossible for the QA team. Furthermore, they wanted to understand the top concerns of the beneficiaries and monitor how effectively things were being resolved.
How Ozonetel helped
We helped team NHQA unlock the true value of their contact center data with our award-winning Speech Analytics solution.
The objective was to deliver the conversational intelligence needed to simplify call quality monitoring, accelerate agent training, and elevate the beneficiary experience.
Supported agent training by automating Agent Score
Our Speech Analytics dashboard and intuitive reports helped team NHA identify gaps in agent training. Based on parameters such as Speaking Rate, Loudness, Sentiment, and so on, team NHA could identify the bottom 5 or 10 performers and equip them with extra support and training. By improving agent scores within a single quarter of deployment, our solutions enhanced the overall efficiency of the NHA contact center.
Improved beneficiary experience
Deep sentiment analysis helped identify the positive or negative sentiment in the calls. This helped team NHA improve its interactions with its beneficiaries. By diving deep into the historical data on beneficiary interaction and experience, they were able to predict future queries and behaviors. Consequently, they trained their agents to ensure positive interactions with the beneficiaries.
Enhanced contact center efficiency
With granular and actionable insights, Team NHA could boost their contact center’s performance within the first quarter of deployment. Team leads saved an average of 30 hours per month with enhanced quality analysis, accessing beneficiary insights, and analyzing every single call in real time.
