What is Speech Analytics and How Does it Work?
These are two complex questions, so we’re going to break it down so our explanation is easy for everyone to follow and understand. Continue reading to learn about what speech analytics is, how it works and why it’s important. We’ll also cover some of the biggest benefits of using speech analytics.
What is Speech Analytics?
Speech analytics is utilised by call recording software to prove insights at scale. Calls are recorded and the speech is analysed to provide valuable data on things such as customer sentiment, compliance and agent performance. The goal of speech analytics is to find information that improves call outcomes, provides insights into conversations, reduces compliance risk and improves quality assurance whilst also reducing cost.
How Does Speech Analytics Work?
Now that you know what it is, the next question is, “how does speech analytics work?”. Well, when you get down to the nitty gritty, what it does is identifies certain words and phrases and analyses audio patterns. It can provide insights into the following:
- Certain emotions in a customer’s voice. This aspect of speech analytics is called customer sentiment, and it tells you whether a customer is feeling positive, neutral or negative.
- Staff performance. This is called QA Automation whereby the task of listening into a small percentage of recordings is replaced by the ability to effectively listen to 100% of staff/customer interactions
- Reduce compliance risk. In highly regulated industries, it can identify when an agent forgets to mention something to a customer or mentions something that should not be discussed
Why is Speech Analytics Important?
Speech analytics is important because it can track when a customer is starting to feel a negative emotion on a phone call. When many calls are analysed in this way, certain patterns emerge that can feed into training programs for customer service representatives, allowing them to be more proactive in defusing a negative situation.
Speech analytics also helps businesses by allowing them to listen in on 100% of the phone calls and analyse the transcribed conversations of their customers. It gives critical information about the products and services that the customer really wants, as well as an understanding of how the customer perceives the brand.
Finally, using information from the interaction between staff and customers, a business can improve its quality and service standards which potentially leads to more satisfied customers. They do this by navigating the conversation using certain types of words and a tone to match to achieve a favourable outcome.
The Benefits of Speech Analytics
There are many benefits of using cloud-based software with in-built speech analytics like that in CallN. Whether you’re based in the USA, UK or Australia, we can help you make use of the many advantages of speech analytics, such as:
Learn from Your Past Customer Experiences
With speech analytics, you can learn from past interactions with customers on the phone. Dig into the data to find out what works and what doesn’t, and why.
More Effective Training Programs
When you have powerful data like that captured in speech analytics, you can make the most of it in your staff training programs. You’ll know exactly how to train your call operators to get the most beneficial customer service outcome.
Use the Power of Data to Predict and Alter Results
Speech analytics utilises real life conversations for big data that gets big results. You won’t get these answers in volunteer customer polls. Speech analytics is real time, so nothing is hidden. When you use CallN, you get honest data about your customer interactions that you can quickly implement.
Want to Try it For Yourself? Contact CallN Today
If you want to discover the superpower that is speech analytics in our cloud-based software and uncover the question of what speech analytics is once and for all, contact CallN today. Call us on 1300 IMPROVE to learn more and request a free demo.