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Case Studies > Data Driven Insight

Data-driven insight case studies

The Australian Taxation Office operates one of Australia’s largest call centre operations. 2000+ staff in 12 locations receiving over 12 million calls a year
The ATO uses Data Agility’s data-driven insight program using Rap Analyst to provided unfiltered access unlocking the value in the ATO’s call data, improve the customer experience and optimise performance of business critical processes
The program analyses over 15m agent level call records and is used to:
Identify the impact of changing call service standards
Assess agent and site efficiency
Compare performance across business lines and sites

The ATO recently introduced an automated telephony service for the lodgement of tax returns
Building and going well beyond traditional customer satisfaction research techniques Data Agility applied its data-driven approach to analyse clients experience with ATO telephone tax lodgement service
The analysis identified six principal customer segments
For each segment detailed evaluation identified
Key influences on the client experience
Barriers to use of service
Where clients were happy and why
Where clients were not happy and why
Likely future behaviour
The ATO used the analysis to reorganise the service to improve take up of the service and the client experience

The ATO had an urgent need to apply resources accurately to reduce cost to serve, increase job certainty in the front-line and improve the client experience
To achieve these objectives Data Agility worked with the call forecasting team in 2003/04 to improve the accuracy and timeliness of forecasts; specific activities included
Forecasting process development
Standards and target setting
Team training
Forecasting tool deployment
In July 2004 the ATO assessed that forecasting accuracy had improved by 40% significantly enabling the achievement of business objectives

An Australian Telecommunication provider identified the benefits of developing an early warning churn and acquisition application model for their partners
Data Agility worked with the Telco in 2004 to identify and predict customers who had a tendency to churn. The results provided the Telco with the
drivers and characteristics of churn
customers who were “about” to churn
The results obtained saw the Telco predict churn in over 74% of their customers

An Australian Insurer identified the benefits of developing an early warning churn model.
Data Agility worked with the Insurer in 2004 to identify and predict customers who had a tendency to churn. The results provided the Insurer with the
drivers and characteristics of churn
customers who were “about” to churn
The results obtained saw the insurer predict churn in over 75% of their customers