TELECOMS
Client
TalkTalk is a telecoms company supporting “quad play” (phone, TV, broadband internet, mobile), targeting budget users. It has about 4.1 million customers and 2,300 staff.
Program/Project
Introduce Natural Language Call Steering for all call types. Contractual performance measured against 6 KPIs (Key Performance Indicators).
My Role
User Interface Design Lead for whole project duration.
My Responsibilities
Presented Natural Language and Speech Design during Kick-off to client team.
Facilitated Requirements workshop. Documented Requirements Specifications, for review/approval by client.
Semantic tagging of c. 60,000 pilot and post-deployment caller utterances.
Lead several 5-day Tagging Review workshops with client staff, including Operations Managers, Business Analysts, and SMEs for each functional area.
Worked with Nuance UK Director and Business Consultant to refine KPIs: translating high-level commercial intents into practical, measurable definitions. Negotiated one of the key KPI definitions in-flight, to be more objective, based on transaction success, and subsequently carried this across to become a standard for Nuance KPI-based projects. Worked with Tech/QA Leads to ensure appropriate logging in place.Challenges & Opportunities
Client had more than 100 agent skill groups. We adapted Tagging Reviews to consider full end-to-end experience, to ensure consistent handling of tagged concepts. This approach worked very well.
Significant pressure up to Board level for project to be a success, due to KPI-based contract. I worked with a Business Analyst to generate a daily dashboard report of key stats.
Sample content for workshops with
TalkTalk Operations and Customer Support teams
Audio clips of TalkTalk customers.
I wanted client’s senior management team to hear some “real” callers,
to better understand what CX meant in practice.