3rd Party Remote Call Monitoring Feature

Most companies today understand that there is a lot of value in collecting and analyzing data about customers and customer interactions in order to boost the customer experience and increase value and sales. Effective data collection and analysis is a great way to understand customers better, and be in a position to give them what they want. It’s the promise of “big data” that, when used effectively, can not only tell you what’s happening in your business, but help you predict the future.

Where you get your data from is important, however. There are many sources for customer data, and most companies are aware that they should be pulling in information from their website, their marketing activities and their social media properties. The best source for getting useful information about customers, however, is from the customers’ own voices. This means harnessing the power of speech recognition and analytics, according to a recent article by Rick Delgado writing for Customer Think.

“This is where the actual speech of customers and clients is recorded and analyzed for information that can prove helpful to understanding them and satisfying their needs to create more business success, and companies are only getting started in this realm,” he wrote. “For now, speech analytics is most used in places where customer representatives interact directly with customers the most. Call centers in particular try to take advantage of speech analytics through the use of speech recognition software. Essentially, this requires analyzing what the customer says to get to know them better.”

While a single conversation may not reveal much about overall customer trends, “listening” for an extended period can yield important clues about whether you’re getting the customer experience right. Patterns can be established, and companies can even gain some insight into what their competitors are doing. While some contact center quality monitoring solutions have features that allow for speech analysis, a company looking to implement a program on a large scale may wish to turn to third-party remote call monitoring, for whom speech analysis is a big part of their managed services offerings.

Companies can tap the speech analytics expertise of third-party remote call monitoring solutions providers to increase first-call resolution, for example, or customer satisfaction scores.

“You want to make sure that your agents are handling your customers concerns the first time around,” according to Diana Aviles, Operations Manager, Speech Analytics at BPA Quality. “The more customers have to call in results in lower customer satisfaction which could result in your customers ultimately leaving you for a competitor. Speech analytics can help you identify the hot topics that trigger repeat calls and help you develop processes to resolve them.”

Delgado observed that effective use of speech analytics means companies should extend their analysis to include not only contact center conversations, but the rest of the organization.

“After all, the insights gained from speech analytics can be applied to things like marketing campaigns, sales, new product designs, and more,” he wrote.

Getting to the heart of what the customer needs, expects, and demands is what speech analytics is all about. While it’s helpful to analyze one source of customer communications – inbound phone calls, for example – there is a wider picture out there, and capturing this information may require a wider approach.