The use of speech analytics can transform the way that call centers operate. In spite of the increase in the use of digital channels, phone calls still have the highest usage by consumers to resolve customer service issues. Using advanced technologies such as speech analytics in the call center has the potential to provide valuable real-time data that can give your company a competitive edge with customers. Speech analytics can be used to reach a wide range of strategic objectives, like improving the quality of your service agents, gaining insight into customer sentiment, and generating additional revenue by improving sales tactics.
Speech analytics can be applied in a broad range of contexts. For one, it can be used to analyze the audio of your customer service representatives to highlight effective techniques that should be promoted, and ineffective techniques that can be improved through training.
Speech analytics can also be used to analyze the content of your customers’ calls. This gives your organization direct insight into your customers, akin to that which can be achieved through online analytics. This valuable customer data can be leveraged to reach a range of goals.
Here are a few key benefits that can be gained through speech analytics in the contact center:
- Improved Operational Efficiency – Speech analytics allows a customer care provider to gain insight into existing processes and make them more efficient. This will have the effect of decreasing overall call-time, boosting first-call resolution, and highlighting areas that need greater attention.
- Increased Revenue – Through speech analytics, customer care providers can identify top performing agents and their techniques in increasing sales opportunities. In a similar way, these tools can also be used to identify low performing agents. This will provide opportunities to coach agents in areas where they need improvement and refine existing processes.
- Boosted Customer Sentiment – Analyzing customer audio will grant unparalleled insight into their behavioral patterns. This can be used to identify problem areas with your business’ products, identify new opportunities for revenue generation, and monitor long-term customer sentiment. This data can then be used to improve customer sentiment overall.
- More Effective Best Practices – With this wide range of data, a customer service provider can improve existing best practices across the entire organization. This can be applied to the relationship between the front and back-offices, the techniques employed by individual service agents, meeting compliance requirements, and even marketing initiatives.
Many contact centers are using additional analytics technology to expand the capabilities of speech analytics, such as those listed below.
- Emotion detection – By monitoring variances in pitch, tone and volume of the audio, an elevated emotional state can be detected and flagged either for immediate investigation or as part of a post call assessment/callback process.
- Talk track analysis – By separating the two talk streams (customer and agent), a detailed assessment of the dialogue can be completed. Long pauses in the conversation and over-talking can highlight potential issues with the interaction.
- Real-time analysis – When an analysis is done in real-time, important actions can be taken during the call and not just afterward. Some actions include flagging a call for a supervisor to silently listen in on and interject if needed based on the dialogue, or screen popping the agent with relevant information to help them better serve the customer.
Utilizing speech analytics in the contact center provides insight into both customers and service agents and unearth a wealth of actionable data that would’ve sat dormant otherwise. Ultimately, this data can be used to improve existing customer service processes, gain insight into your customer base, and boost bottom-line revenue.
Contact Stratus Contact Solutions to learn more about our analytics capabilities.
Dennis has served as President and Chief Operating Officer of the Company since May 1997 and as a director since the Company began operations in 1996. Dennis has been involved with 18 successful acquisitions and integrations of various communications companies during his tenure with the Company. Prior to joining the Company, Dennis was President of the Communications Group of Intellicall, held various positions on both the audit and the consulting staffs with Ernst & Whinney (now Ernst & Young) and concluded his tenure with Ernst & Whinney as Senior Consultant.