Are You Missing Opportunities in Call Accounting by Excluding Speech Analytics?
April 02, 2015
By Susan J. Campbell
TMCnet Contributing Editor
Have you incorporated speech analytics into your call accounting? If you’re not even sure why this should be a consideration, it may be time to take a closer look at your internal operations and opportunities you may be missing. For instance, did you know you can capture important customer data with speech analytics?
Companies throughout the global marketplace are leveraging speech analytics for a variety of reasons. Some are integrating the technology into self-service channels to ensure customers can reach the departments they need without live agent interaction. Others are using it to make data searchable after a call is recorded.
Speech analytics used in the call center allows you to have access to so much information coming through a standard interaction. For instance, the customer calling with a complaint is likely to share a number of details about their experience with a product, service or brand. When multiple individuals call in with the same information, trends are identified. Unless that information is collected on a centralized platform and searchable with speech analytics, it could be missed.
If calls are recorded on a regular basis, you can also use speech analytics to search for interactions relevant to a specific topic. This step can simplify the call accounting process, helping you to better align calls with specific departments or issues. You can also identify key information shared in a typical customer call, allowing for adjustments to scripts or identifying opportunities for automated interactions where live agents aren’t needed.
Speech analytics provides opportunities to identify areas where agent training isn’t effective. For instance, if a common complaint isn’t easily resolved due to a standard response, management can easily adjust training to reflect a needed change and improve the customer experience. If the change doesn’t produce the desired results, adjust again and compare, repeating the step until the outcome matches the goal.
The integration of speech analytics also provides considerable opportunity to gather customer intelligence. Even the common transaction between a customer and a company can provide valuable insight into customer preference. If that information isn’t captured through this method, you likely need to invest considerable resources to reproduce it. Why not take advantage of information already at your disposal to better understand the needs of the customer base?
If you want to explore how speech analytics can help in your environment, check out this webinar from call accounting solutions provider, ISI (News - Alert). It may just open your eyes to missed opportunities.
Edited by Stefania Viscusi