Call Center Management Featured Article
How Call Center Management Benefits from Speech Analytics in Call Recording
While we’re rarely without a Wi-Fi enabled device close at hand, there are times when the use of the telephone is the preferred communication method. For instance, I may be able to call up the latest information on a recent transaction on my smartphone, but to get to the bottom of an error I’m more likely to launch a phone call so I can get to the bottom of it and get it fixed.
For call center management, this means there are likely more calls coming into the call center than projections suggested would be the case by this time. In other words, the variety of technology solutions available on the market today create multiple opportunities for us to connect with the brands we like, yet we still often pick up the phone when we want direct results.
As such, the call center continues to rely on call recording to study consumer behaviors, manage scripts, measure agent performance and more. More recently, call center management also relies on the use of speech analytics software so they can automatically refine and analyze the data captured in these recorded calls. Management then delivers reports based on the information captured.
Even better, speech analytics can also deliver insight into calls as they are happening. According to a recent Monet Software blog post, this allows for the calls to be categorized based on the words used by the caller. This provides the agent with the opportunity to personalize a response so as to better drive a positive result, whether that means securing an order, increasing the order or resolving a complaint.
If you already have call recording in your environment, do you also need speech analytics? There are a few key benefits associated with this tool that can impact you in the long run. For instance, speech analytics can help improve key metrics. It can help you identify opportunities in first call resolution rates, average handle times and other key areas.
Call center management can also rely on call recording to help boost sales. If driving revenue is a key priority in your environment, speech analytics can help you identify which sales pitches generate the best returns and which words or phrases will have the best impact on callers in general. It can also help to improve agent performance as it captures the good, the bad and the ugly of the call for effective review.
Call recording can also help to improve the customer service experience and overall retention by identifying why some customers are dissatisfied with the company. It also provides you with keen insight so as to deliver better marketing intelligence. At the same time, you’re more likely to ensure you’re compliant with all industry regulations.
In all, call center management has relied on call recording for years to improve performance. When speech analytics is added to the mix, the whole experience is optimized.
Edited by Stefania Viscusi