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We will begin our Webinar at approximately 1:01 PM EST “How Encore and Open English Gain Award Winning Marketing Insights with Speech Analytics”

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Page 1: “How Encore and Open English Gain Award Winning … · “How Encore and Open English Gain Award Winning Marketing Insights with Speech Analytics ... “How Encore and Open English

We will begin our Webinar at approximately 1:01 PM EST

“How Encore and Open English Gain Award Winning Marketing Insights with Speech Analytics”

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Proprietary & Confidential, CallMiner Inc.

Educational Webinar is brought to you by

www.EngagementOptimization.com

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Proprietary & Confidential, CallMiner Inc.

Today’s Educational Webinar “How Encore and Open English Gain Award Winning Marketing Insights with Speech Analytics”is sponsored by the following partners:

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Webinar Logistics

• This webcast is a listen only presentation. If you would like to ask a question, please use the questions panel in the GotoWebcast side bar widget as shown and we will try to answer all of your questions during the Q&A segment of the presentation.

• The Webcast will be recorded and available 48 hours after presentation at www.CallMiner.com under our Learning Center page.

• The presentation deck is available now or at the conclusion of today’s webinar under the Event Resources tab of this site and will also be available at www.CallMiner.com under our Learning Center page.

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“How Encore and Open English Gain Award Winning Marketing Insights with Speech Analytics”

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Today’s Agenda

1. Explanation of how Interaction Analytics Work

2. How Interaction Analytics Extract Customer Sentiment

3. Beyond Surveys, Using Analytics to Track and Trend Marketing Insights

4. How Analytics Measure “The Why” in Customer Expressions

5. How Language Analytics Reveals Consumer Tendencies

6. Applying Analytics Output to Model Customer Behavior Predictions

7. Summary

8. Takeaways

9. Q&A

10. Wrap Up

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Analytics workbench, category/ scorecard configuration

Agent and supervisor feedback performance portal

Customer engagement analytics structured data

Encore & Open English’s Analytics Platform

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Transcription &

acoustic measurements(redacted)

Use case specific

automated tagging(language patterning)

Compliance, behavior &

targeted coaching and

marketing insight

Use case specific

Scoring, trending

& tracking

100%Interactions

Audio

Values

Metadata

Values

AgitationChats

Survey

s

Text

Messages

Emails

Twitter

Word Tempo

Silence

Agent Info

IVR Details

Caller Info

CRM Data

WFO Data

Calls

With metadata

Automated Interaction Analytics - Explained

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Compliance, behavior & targeted coaching insight

Use case specific scoring & tracking

100%Interactions

With metadata Use case specificautomated tagging(language patterning)

Thank you for calling ABC Corp. How can I help you?

This is my third time calling! You overcharged me on my last bill. I need to speak with a manager!

May I confirm your name, address , and email address? your account?

I’ve already given that information to the previous agent. This is ridiculous !

Proper Greeting

Right Party Contact

EmpathyCompliance Language

Dissatisfaction AgentEffectiveness

PolitenessDisputeLanguage

CloseLanguage

Automated Interaction Analytics - Explained

Transcription & acoustic measurements

(redacted)

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Transcription & acoustic measurements

(redacted)

Use case specificautomated tagging(language patterning)

Compliance, behavior & targeted coaching insight

100%Interactions

With metadata

AGENT

QUALITY

72

Understanding

HIGH

DISATISFACTION

76

EFFICIENCY

RATING

Optimal

COMPLIANCE

LANGUAGE

HIGH

Agent

EFFECTIVENESS

Medium

Use case specific scoring & tracking

Automated Interaction Analytics - Explained

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Transcription & acoustic measurements

(redacted)

Automated categorizationand tagging

(language patterning)

100%Interactions

With metadataConfigurable automated

scoring & trackingCompliance, behavior &

targeted coaching insight

Real-timeMonitoring

Search, Trend, DiscoverCompare, Report

ALERT ANALYZEAutomated Quality or

Performance Management

FEEDBACK

How Speech Analytics Works

Exporting Data to 3rd

Party Applications

API

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But First, a Survey Question…

What mechanisms are you currently using to obtain “voice of the Customer

marketing insights?

Manual monitoring of interactions only

Manual Monitoring along feedback such as surveys and comments or disposition

codes in CRM

By interactions analytics driven reporting plus other forms of input

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Encore Capital Group

Encore Capital Group, provides debt recovery solutions for consumers across a broad range of assets.

Through its subsidiaries, the Company purchases portfolios of consumer receivables from major banks, credit

unions, and utility providers, and partners with individuals as they repay their obligations and work toward financial

recovery.

Through its variety of subsidiaries we operate in 14 countries helping millions of consumers on the path to recovery.

Encore's success and future growth are driven by its sophisticated and widespread use of analytics, its broad

investments in data and behavioral science, significant cost advantages provided by its highly efficient operating

model and proven investment strategy, and the Company's demonstrated commitment to conducting business ethically

and in ways that support its consumers' financial recovery.

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There is a substantial difference between conventional marketing metrics and call data

Conventional Marketing Metrics are readily consumable:

External

Credit Bureau InformationDemographic data Survey/Market ResearchSocial and Web data

Internal

Lead ConversionContribution MarginVisit to Lead RatioCPL (Cost Per Lead)

Until the full power Interaction Analytics is harnessed, it is difficult to completely understand and

analyze a second layer of data, the actual consumer interaction. Ponder this,

• Why does a campaign have a low contribution margin?

• Why survey a call if you have all the data of the call and it is fully analyzed?

• Why calculate Net Promoter Scores based on post call interactions, when you can compute them

real time and respond nimbly?

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Both Open English and Encore use the eureka platform for these insights

All analytics starts with a single line of code…

"i`ll|i|ah|i'm will|want|plan|want|going|gonna|planning|owe|know pay%

bill|account|credit|you|your|company|statement":1 NOT NEAR:1 (dont|don't|not|cant|can't)

…but before that, we need to crisply identify the problem we are solving

In both cases we were looking for buying signals or non sale reasons, then there are several steps we follow:

1. Study calls that were and were not successful and identify common languages and meta data

2. Program simple queries to begin to predict or identify call outcomes

3. Build categories or “flags” that attach to calls based on the analysis

4. Correlate those flags to outcomes, with the goal of identifying the strongest correlations in the combinations

of flags and meta data

5. Let the categories “Bake”

As the flags mature we can refine them once confidence is high then we can export that data for testing

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Open English

Open English is a Miami-based organization that specializes in teaching English via online live classes with groups of students and private lessons.

The company was founded in 2007 with the aim to reinvent the way to learn English and meet the needs of today's professionals, who have little to no time.

Open English offers customized online learning classes 24/7 with native professors. Since its inception Open English has provided instruction to more than 400,000 students achieve English fluency in Latin America and around the world.

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CallMiner API

Maximize Analytical Potential by Incorporating CallMiner Non-Sale Reason Findings to Internal Datamart

Utilize Interaction Analytics API with Internal Integration Tool to Automate Process

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UTM (Urchin Traffic Monitor) Parameters

What are UTM Parameters?

Unlock Interaction Analytics Marketing Value by Linking Non-Sale Reasons Findings to UTM Parameters

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Analytics Platform Integration

Establish Strategy for Data Delivery to End User

Analytics-Friendly Solution to Facilitate Trend Discovery, Example: Tibco Spotfire, Tableau, Qlikview etc.

Do Not Overlook Any Potentially Relevant Data points

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Spotfire Analytics Non-Sale Reasons Report

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Maintenance

Routine Audits to Capture New Aliasing or Non-Sale Reasons

Routine Enhancement of Analytics Search Query with New Aliasing.

Lookout for Unexpected Trends During Maintenance

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Outcome

The Marketing team was able to translate these insights into Business value in a variety of ways including:

Daily Optimizations of Campaigns

Country-Specific Price Sensitivity Analysis

Promotion Effectiveness Analysis

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Recap

Configure Metadata

Develop Categories

Integrate Analytics Data with Internal Data Warehouse

Link to Marketing Parameters

Deliver Analytics to End User

Maintenance

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At Encore we decided to deeply study calls from a marketing perspective after we brought the IA data into our systems

We took the population of accounts we had identified and compared the response rate of those accounts in our mail cycle

The identified accounts performed in the top half of the top decline of our mailing population (actually the top ventile)

1 2 3 4 5 6 7 8 9 10

Representative Decile

We could predict the best

little bit of that one

We now had the ability to predict who the highest performing consumers were based on their language, or to be really clear people were

telling us what they wanted, we just needed to listen

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We have begun to leverage the actual words a consumer uses in some pretty powerful ways

We have been pretty busy using our Marketing based queries, well everywhere except for marketing that is

Personal Workflow Stacking

Rank Acct # Consumer TZ Score Best # 1 Best # 2 Best # 3

1 85456219187 Jones, Thomas E B 858-345-5506 641-789-1234 415-587-7981

2 85441213833 Eckstein, Billy E B 617-558-5212 812-963-9995 949-254-7851

3 85456563856 Sinatra, Frank C B 514-898-4610 456-124-5875 --

4 85441213833 Cook, Samuel P B 415-587-7981 853-549-9547 949-258-6241

5 85963132165 Mearin, Dean P B 949-254-7851 949-224-6447 214-587-2587

6 85456132687 Jones, Nora M B 760-458-2135 -- --

7 84134546467 James, Etta E B 949-258-6241 522-741-8529 853-549-9547

8 83546547446 Bennet, Anthony E P1 214-587-2587 451-652-7945 --

9 85564987321 Conneck Jr, Harold M P1 234-968-3574 214-258-3698 810-321-6584

10 85796546511 Buble, Michael C P1 641-789-1234 858-345-5506 522-741-8529

11 85713246544 Davis Jr, Samuel P P1 812-963-9995 -- --

12 85231314654 Darin, Robert P P2 456-124-5875 514-898-4610 214-258-3698

13 84465465211 Crosby, Bing E P2 853-549-9547 415-587-7981 858-345-5506

14 84897897564 King Cole, Nathan C P2 949-224-6447 949-254-7851 --

15 85855632556 Williams, Andrew M P2 810-321-6584 760-458-2135 514-898-4610

16 85295925181 Martino, Alberto P H 522-741-8529 949-258-6241 415-587-7981

17 85312195464 Fisher, Edward E H 451-652-7945 -- --

18 85321321456 Vale, Jerry P H 214-258-3698 234-968-3574 --

19 85655647611 Spacey, Kevin P H 415-587-7981 415-587-7981 810-321-6584

Consumer profiles

Inventory Management and Specialized Consumer

Treatment

Modeling and Scoring

Agent Profiles

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Webinar Summary- Different yet the Same

Different companies

Different models

Different products

Similar Goals

Similar approach

Similar outcomes

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Thank You!

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Proprietary & Confidential, CallMiner Inc.

Educational Webinar is brought to you by

www.EngagementOptimization.com

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Today’s Educational Webinar “How Encore and Open English Gain Award Winning Marketing Insights with Speech Analytic”

is sponsored by the following partners:

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www.callminer.com/demo

@CallMiner

linkedin.com/company/CallMiner

facebook.com/CallMinerInc

[email protected]

Contact CallMiner for a test drive!

CallMiner puts “skin in the game”

Solution acquisition costs adjusted based on results achieved

Results tied to defined benchmarks during customer Test Drive engagement

Available to qualifying contact centers and BPOs

Upcoming Webinars:

“How RTS Improved Agent Call Wrap Time and Increased Call Volume

through Speech Analytics”

Tuesday, December 20th, 2016 at 1:00PM EST

callminer.com/webinars

http://callminer.com/learning-center/new-whitepapers/

Our ROI Whitepaper and ROI Input Checklist are now available on CallMiner’s website and EngagementOptimization.com at the links below

https://www.engagementoptimization.com/

ROI