Speech Analytics – Stepping Stones to Contact Centers Success

speech analytics technology

When it comes to improving your contact center growth, first of all, one of the major objectives of a contact center is to get the better understanding of how to well serve your customers and meet their requirements. So, here is the main question is how do you trace what exactly your customers want from you? Speech analytics is a great tool which can leave marks on customer’s mind. Through this amazing solution, the company tends to get different phrases and terms which they can further use while talking over the call with their contact centers. This will improve customer service skills in the organization and then can also give the competitive edge.

Speech Analytics is generally used to control the increase of personnel performing on the given task. This technology will help in identifying those calls which require immediate attention instead random sampling of calls due to which, agents will get better trained also be beneficial to resolve disputes. 

Following Are the Factors That Are Involved In Defining Information Need of Customer:

1 - Goals and Objectives: To begin with, it is very important to define the goals and the relative objectives by interacting with customer or clients. This is to make clear of how speech analytics can be beneficial to overcome emerging needs of the management. This can be done by keeping few things in mind:

  • Understanding all the relevant reasons which are making customers call so that speech analytics technology can be executed. 
  • Categorize and Quantify can be a second valuable reason.  There is an utmost requirement to implement bucketization on the basis of their numbers and their related issues. This will not only improve customer’s experience but will certainly simplify the process of implementing analytics.

2 - Consistency: Other objectives may include the increase in consistency of customer service and cross-functional or department communication considering quality being the primary motive. This is indeed important to discover the fallouts in revenue and opportunities so that analytics can be applied more efficiently

3 - For applying speech analytics in call center, it is required to monitor customer interactions and ensuring that agents are following to the defined standard of the organization

4 - Speech analytics gives visibility into activities in the contact center and across the organization.

5 - Challenges: Most common in the contact center will be to fix the repetitive calls by the customer for same reasons and also failing to comply with the call center standards. Analytics can hereby help and can take necessary actions by achieving desired average handling time (AHT) and to increase first call resolution (FCR)

6 - Values: Speech analytics, also known as audio mining, is software that converts unstructured conversations, such as phone calls, into the structured output. According to the sources, most speech analytics solutions practice recorded conversations for their input, but the improvement has been made recently in real-time analysis. This makes supervisors identify outliers and later coach them on appropriate call handling methods

7 - Improvement Cycle: This is a continuous process of analytics procedure and involves tasks stated beneath:-

  • Bucketization of calls
  • List down the reasons for calls
  • Revise keywords, terms, and phrases
  • Monitor daily performance
  • Better understand performance
  • Monitor emerging trends
  • Uncover significance of trends
  • Optimize center performance

Every organization works to have qualitative and quantitative benefits by focusing on majorly on return on the investment (ROI). Thus, by simply focusing on the points mentioned above, the organization can achieve their goals.

8 - Scope: While looking to deploying accurate speech analytics services, it is important to have a limited scope initially, as this will ensure successful implementation and its return on investment. There should be a thorough test which is centric to the specific plan, what all are the measures, what can be achieved, relevant items and how much time it will take to implement it. 

Similar Articles

data cleansing

When you start building a company, the first thing that you will need is the customers that you can rely on, and the problem may occur in this early stage. Acquiring customers is not an easy task, but one can make it happen with an effective marketing strategy.

Same day letter delivery service

This is the article where I talked about the top  5 services offering same-day letter delivery. Same-day deliveries can be quite convenient especially when it’s something urgent.

6 Most Common Customer Service Myths Debunked

In the customer service sector, it is sometimes extremely hard to distinguish between facts and myths. This is because, the industry in the present times is changing so fast that several players in the marketplace sometimes struggles to keep up, which makes it a fertile ground for spreading and nurturing false notions, fads and toxic myths in businesses.

Business Cards 101 - Things You Need to Know

Sending thank-you notes to your customers or clients is a great way to show that they matter to you and to your business, and a handwritten note sends an even stronger message and can further strengthen your relationship

Proven Ways Successful Startups Are Handling Customer Service In 2019

Even without dedicated customer support staffs and a big budget, bootstrapped startups can nonetheless provide and execute the kind of CX (Customer Experience) that most big establishments dream of.

5 Benefits of BPO Services with Multi-Channel Customer Support

Customers are like babies. They want all the attention of the business provider, whenever they feel like interacting. Moreover, with the on-going trend of personalization, customers want to connect with the business anytime at their convenience. BPO services work best for this purpose and satisfy customers’ demands.

Know the Reasons Why You Should Hire a Customs Clearance Company

Customs clearance is a process which involves complying with the import and export regulations of a country. However, handling the customs process on your own is not an easy task as it is a complex procedure. This is where customs clearance company steps in. It will make sure all the goods reach the destination in a safe and timely manner.

business process outsourcing

It has always been said and believed that delivering the best customer service is the key to attain success. Meeting your customers’ expectations serves as the best tool to not only win their trust and confidence but also create a niche over your competitors in the market.

speech analytics technology

Building a strong relationship with the customers is a tough task as there is little or no information available about the customers in a real-time scenario. This is where speech analytics software can play a major role.