The Benefits of Speech Analytics for your Contact Center Employees
Most contact centers record all calls that their agents handle each day, but then they only listen to a few for each agent. This approach to quality control is understandable, as no manager has time to listen to every call for every agent. However, listening only to a few sample calls can lead you to draw the wrong conclusions about your agents, as it might not be representative of their overall performance.
The alternative to sampling an agent’s calls is to use a speech analytics tool to analyze all of them. This gives a much fuller picture of their performance without requiring managers to spend countless hours listening to every call.
A Speech analytics tool looks for keywords to identify calls, which can be anywhere from specific topics to whether a call went very well or extremely bad. Based on keywords, the analytics tool can tag calls for managers to find and listen back on. This can also let managers know and identify whether an agent is under performing or having problems with their call. It also allows managers to handle any dispute calls that may arise. Speech analytics also pinpoints agents who need more training on specific topics. Providing targeting training can empower agents, making them feel more confident in effectively executing their job, and improving their morale. This leads to reducing a turnover rate of agents in contact centers and reduces the risk of reprimanding agents for handling calls poorly when the call wasn’t representative of their overall standard.
By implementing call center speech analytics into a call center’s business strategy, managers of call centers can identify specific customer behaviors associated with positive outcomes, determine and resolve core issues by analyzing problematic customer-agent interactions and develop best practices standards intended to streamline overall operations of their call center.
Top advantages that a customer service representative can derive from speech analytics would be
- The Benefits of Speech AnalyticsBetter interaction with customers – Speech analytics mines and analyzes audio data. It detects emotion, tone, and stress in any voice. It also detects the reason for the call, the satisfaction of the call, and the products that are mentioned. For example, It can identify when a customer is upset or frustrated and can help managers dispute calls based on satisfaction. It also helps companies identify the needs and wants of the consumer.
- Improving service quality – Speech Analytics technology is helpful with coaching agents in a contact center that stray from a script or are not performing well; it helps with first call resolution and reducing call volume. Operational and performance issues that occur can be tracked and managed, which leads to improved service quality.
- Identify up-sells and cross-sells, boost revenue – Sales managers use speech analytics to learn about how a cross-sell or up-sell impacted a customers satisfaction and how customers in different locations respond to offers.
- Reduce repeated calls – By reducing repeated calls you can reduce the overall call volume and increase customer satisfaction. Speech analytics captures the data and can be used to help increase first call resolution; this helps decrease the calls leading to an improvement in efficiency and a reduction in cost per call.
- Practical training – Call center managers use speech analytics to monitor conversations between agents and consumers. Speech analytics helps managers unlock insights and better understand the behavior of all agents. The ideas are then used to build coaching strategies to coach agents towards providing better first call resolution and improved levels of satisfaction.
To learn more about how CallN can turn your call recordings into actionable Business Intelligence using Speech Analytics and help you enhance your contact center performance, schedule a demo below.