Call Center Management Featured Article
Don't Drive Customers Away - Use Speech Analytics to Build the Business
The division of your company responsible for keeping customers happy has a lot to do. From answering phones to responding to posts on social media to ensuring emails are returned in a timely manner, it can be challenging to ensure all processes are followed in a timely manner while keeping everyone happy. Only the best in call center management can keep so many balls effectively in the air.
Plus, these activities don’t take into consideration the importance of anticipating customer needs. It’s something every company strives to achieve, but few actually are able to do so with seamless success. For those who want to set themselves apart, the obvious tool to put in place is speech analytics. Call center management putting this technology in place not only gains customer insight, but also has the information necessary to enhance quality management (QM) processes.
According to a recent blog post, speech analytics allows the call center to capture important data while also gaining the insight needed to take action on this data. It allows companies to gain a better understanding of customer needs without having to rely on survey results that tend to be finicky at best. Speech analytics allows the call center to better understand why customers are calling so processes can be developed to handle the most common calls.
Sampling is an important step for the call center as management aims to make better strategic decisions. The typical practice is to sample 1 percent or less of the total call volume, which can give inaccurate numbers. With speech analytics in place, the call center can categorize all recorded transactions without the need to listen to each call. Such an approach allows call center management to gain insights into the entire picture at even a single glance, improving monitoring and overall outcomes.
General business processes can also get a boost from the use of speech analytics. Quality management in the call center environment helps to drive changes in behavior. Positive changes have a positive impact on the business overall. With another layer of intelligence added with speech analytics, call center management has the information they need to drive changes in recruiting, training, monitoring, coaching and event workforce management.
The overall goal in the call center is to handle customer requests as efficiently as possible, protecting the customer base and helping to expand opportunities. Speech analytics is one technology that can help streamline the process. With so many benefits, there’s little reason to continue to ignore the opportunities afforded with this addition to the call center operation.
Edited by Stefania Viscusi