Standard Life’s Customer Service Division introduced a Natural Language Speech Recognition (NLSR) system across its main life and individual pension teleservicing areas.
The NLSR system is designed to make sure you get through first time to the best person able to help you, as well as taking you through security checks so that the Customer Service Rep can focus on answering your query.
The system has been a success with a 50% reduction in the number of calls that have to be transferred. However you can help to further improve performance and your own experience by being aware of the information you’ll be asked for when you call.
1. Welcome
When you call the teleservicing areas, you will hear:
“Welcome to Standard Life, in just a few words, please tell me what we can help you with today?”
The system is clever enough to understand your response. The best responses are those that tell us the nature of the call, the type of policy, and whether it is the adviser or planholder who is calling.
For example:
“a current value on my client’s pension”: the system will recognise this is a pension value request. “My client” tells us the caller is an adviser.
“a surrender value on my client’s endowment”: the system will recognise this is a request from an adviser for a value on a Life plan.
Some other examples of what to say:
If the system does not gather enough information from your first response, it may ask you some supplementary questions. The example “I’d like a value on a pension plan”, would be followed by a question to confirm whether you are the adviser or planholder.
2. Security Checks
The security questions asked of you will continue to be:
Please have this information to hand when calling us.
3. Sample Calls
You can listen to some typical example calls here:
In this call the caller tells us up front what they want, who they are (“my client”), and are taken quickly through security checks and transferred to a member of staff:
In this call additional questions are asked to determine what the caller wants and who they are, as it isn’t clear from the initial response. A surrender value is then provided and the caller given the option to hang up or hold to speak to a CSR:
All the way through your call the technology knows what’s being said and interacts with our back office systems so that this detail is passed on to our staff, helping to speed up the conversation you have with them.
We will continue to improve the system and learn from your feedback. Please feel free to discuss your experience with our staff who’ll feed back into our ongoing improvements to the system.
Links to other newsletter stories
• What funds where?
• Performance summaries
• askTECH
• Adviser News archive
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