How Your Call Center Can Benefit from Speech Analytics
Words matter. And identifying and understanding what’s important in conversation can be particularly useful in call center optimization. It can be really helpful in fine-tuning marketing campaigns and sales pitches too.
Speech analytics can help businesses:
• discover which of their processes and products have problems,
• enhance the customer experience,
• enjoy higher first call resolution rates,
• improve call center agent performance, and
• learn which phrases and words generate the best return.
As Monet Software’s (News - Alert) Chuck Ciarlo explains, speech analytics can enable a company to get a handle on why unhappy customers are calling. It can identify whether that’s because of a billing problem, a desire for additional information before making a purchase, a product failure, or a service issue, he says.
Of course, call center agents can gather this kind of information with each call. But speech analytics seeks out and highlights key words and phrases to create common threads among thousands of calls. That way, the businesses that employ these call centers can identify trends, and based on those trends they can make plans to improve any problem areas.
Improving first call resolution dovetails with that because speech analytics can be used to identify both problems with business processes and products in general, and with call center operations in particular.
“With first call resolution, speech analytics delivers insight into why repeat calls are necessary, by getting to the root of their occurrence,” Ciarlo explains. “It identifies instances of repeat calls that might not be detected through other means, such as when a customer calls again days or even weeks later on a different matter. When such instances are catalogued, a call center can work on ways to resolve both issues on one call – perhaps even before the caller is aware of the problem.”
Speech analytics also can take agent performance and training to the next level. It can do that by highlighting specific call content so managers can deliver more comprehensive agent evaluation. This content also can be leveraged to improve call center agent scripts.
The scripts that sales people use over the phone can benefit from speech analytics as well. In this case, speech analytics can be used to identify which sales pitches generate the best return, by pointing out key words and phrases used in successful sales calls.
Edited by Mandi Nowitz