Mining for Insights

“Good day. You are through to Jackbee Nimble. Please be advised that this call is recorded for quality and legal purposes. Please also be aware that this call will undergo stringent analytics (also referred to as speech analytics or audio mining). Using a technology that recognises speech and converts it into data, this call will be structured so that the conversation can be analysed for insights. Nexidia Analytics, with its patented phonetic indexing and search technology, will uncover hidden insights that are buried deep within the content of this call. Now sir, how may I assist you today?”

Our employees are realising that each of our 300,000 daily audio recordings—gathered across six branches in the Nimble Group—hold enormous value well beyond quality assurance and compliance. We know that a major driver of customer behaviour is the conversation between an agent and a customer, and we constantly strive to understand these interactions more deeply to uncover what leads to a positive outcome.

Mining our call recordings enables us to detect trends and extract valuable insights about our agents, customers, and processes. These insights directly impact business performance.

Failure to comply with industry and call centre regulations can result in fines and litigation. To ensure agents adhere to required scripts, we use speech analytics to identify required wording and phrases, while automatically flagging any non-compliance.

A well-trained and enthusiastic agent is one of Nimble’s greatest assets. Previously, our quality assurance process relied on randomly sampling calls for supervisors to review. Today, with 100% call coverage, Nexidia empowers supervisors to pinpoint specific areas of weakness—such as negotiation skills—and provide targeted, individualised coaching. By highlighting performance components and analysing call content, it also reveals why top-performing agents excel, enabling coaching around proven behaviours. The emphasis has shifted from simply measuring compliance to using insights to drive better outcomes.

While we expected speech analytics to help us quickly search calls for key words and phrases, much of the added value has come from analysing non-speech data. Call duration and periods of silence are incredibly revealing. For example, calls lasting 150% longer than the average often highlight underlying issues we were previously unaware of. We also gather intelligence from associated metadata by comparing call outcomes (“wraps”) with speech and non-speech patterns.

Speech analytics is not a “magic bullet,” but it has become an indispensable tool that strengthens agent performance, ensures compliance, mitigates risk, improves productivity, and enhances customer experience.

“Thank you for calling the Nimble Group. I trust that you are thoroughly satisfied that I have resolved your query to your satisfaction. I am looking forward to mining this conversation for insightful nuggets that will further contribute to an enhanced experience. Goodbye.”

Written by Ingrid de Leeuw – Executive