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Getting closer – with Speech Analytics

October 5, 2023

Understanding what it is about a conversation that makes customers behave more positively has a significant impact on business performance. When 1 500 agents perform more than 300 000 calls per day, across five countries, one needs state of the art technology to keep on top of agent performance and customer satisfaction.

As innovators in the credit industry, Nimble was one of the first South African companies to use Nexidia’s world leading Speech Analytics Software.

Well-trained, enthusiastic agents are the back bone of any high volume processing environment. Speech analytics converts millions of daily telephone conversations from unstructured data in the call centre into insights and opportunities that we can use to improve agent performance and customer experience. The ability to extract value from unstructured voice data is one of the booming disruptive technologies that we have fully committed to.

Customer insights

Speech analytics is no ‘magic bullet’, but more of a tool to conduct a little magic – used to sharpen entire customer management efforts. Instead of asking what to do with speech analytics, companies should be asking – what do they need to know about the conversations they’re having with their customers – what intelligence is there in those conversations and what’s the best way to acquire it. “That essentially is the magic of speech analytics – once you put it to work, it can make ‘customer centricity’ a reality,” says Ingrid de Leeuw at Nimble.

Advantages of using speech analytics

  • Compliance: Ensures agents adhere to call scripts and system usage.
  • Customer Service: A positive means of learning what delivers the best outcomes for clients.
  • Productivity: It’s an unmatched tool for delivering real on the job training to agents. It isolates exception quickly and comprehensively
    which facilitates quick improvement.
  • Risk: Speech analytics can identify high-risk calls. It can detect volatile conversations and react to key phrases which reflect dissatisfaction.

That’s the nature of disruptive technology.

Nimble Group
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St Agnes Primary School

St Agnes is a public school situated in Woodstock, Cape Town.

Nimble Group actively supports St Agnes Primary School through the Partners for Possibility programme. We dedicate resources to a variety of initiatives aimed at creating an enhanced learning and recreational space, enriched student experience, and optimized day-to-day running of school operations.

Computer room upgrade Our dedicated team of IT technicians has upgraded the school’s IT hardware and software, creating a more user-friendly and modern environment for students and teachers using the computer room daily.

Playground painting and revitalization
Our enthusiastic volunteers devoted their time to painting vibrant murals and interactive games on the walls and paved areas of the playground.

Enriched student experience
Nimble strives to continuously improve the student experience by celebrating academic excellence, sponsoring prize-giving events, and more.

Day-to-day operational support
We also contribute to the school’s operational efficiency by offering administrative support and providing access to Nimble’s HR and Finance functions.

Peak Child

Nimble Group has taken the initiative to establish an Early Childhood Development Centre, which began operating in January 2019 in Woodstock, Cape Town. The centre operates under the guidance of Peak child, and while accessible to the public, primarily serves as a subsidized preschool for the children of Nimble staff.

Peak Child aims to equip children with the best possible foundation for life by providing affordable, high-quality preschools in close proximity to workplaces, catering to the needs of emerging middle-class parents. Since its inception, Peak Child has focused on collaborating with socially responsible employers to support their staff beyond conventional employee benefits.

Peak Child offers comprehensive programmes for children aged 3 months to 5 years. Through partnerships with prominent educational experts and local primary schools they ensure that children transitioning from Peak Child are socially, academically, and physically prepared for admission to any of Cape Town’s leading primary schools. Peak Child currently operates three schools, including Peak Child Nimble.

Nimble has made a significant investment in this project, with plans to replicate this model close to its Johannesburg offices.

Altius et Latius Trust

The Altius Et Latius Trust is a school education initiative aimed at providing bursaries to historically disadvantaged students, enabling their attendance at top schools in Cape Town.

The primary goal of the trust is to promote equitable access to high-quality public education, fostering lasting transformation. Their objective is to support fifty talented learners in gaining admission to high-performing schools.

Nimble Group continually makes a substantial impact on this crucial initiative by providing essential resources for additional student support, such as tutoring, funding for school events or excursions, sporting equipment and more.