Call Center Management Featured Article
Speech Analytics - It's Not Just for Your Smartphone
How well do you know what your customers want? Most companies believe they have this question answered pretty well, but if you were to ask customers how closely your service aligns with their desires, you might be surprised at the answer. For those in call center management, success is all about understanding customer needs and meeting them head on.
One of the best ways to do that in the call center environment is to implement speech analytics and use the technology to its full capability. The ultimate goal – better customer care. And a number of organizations have already recognized the potential as the speech analytics market is expected to grow from $589 million to $1.6 billion in 2020, according to ReportLinker.
As highlighted in a recent blog post by call center management solutions provider, Monet Software (News - Alert), the call center industry fields more than 50 million calls each and every day. It’s possible that all of these calls are being recorded, but there’s no way they’re all being reviewed. Call center management generally focuses on different strategies to review a sample of calls to gain a clear picture of performance, but none have proven to be as effective as speech analytics.
With speech analytics in place, call center management can receive automated alerts triggered by voice data. Triggers can be set for vulgar language, mention of the word “cancel” or the mention of a specific product or service. When alerted to these calls in real-time, managers have the opportunity to react in time to have an impact on the outcome. It also gives them better insight into what the customer actually wants.
When speech analytics is integrated into the call recording solution the center has in place, call center management can then link customer feedback with specific customer interactions. This eliminates the unknowns of working with a random sampling and instead offers up a subset of calls that have been flagged as important for a reason. And while this data could be collected through call recording, speech analytics makes it so much easier to search and pinpoint the information needed, when it’s needed.
It also helps that speech analytics can deliver additional customer service benefits that can impact agent training and overall efficiency. Call center management can explore what is said and how it is said to better identify those call center policies and procedures that may have lost their impact. At the same time, they can better identify customer desires and align their offerings accordingly.
Edited by Stefania Viscusi