Call Recording Featured Article

Call recording has a wide variety of applications in the call center. That includes compliance, to capture agent conversations with customers in the call center and used later for coaching, to better understand customers, and to help people in all parts of a business to remember what was shared in conversations and meetings. Indeed, call centers have been leveraging call recording solutions in this way for some time now. But speech analytics can take these capabilities, and the call center in general, to the next level by helping identify interactions that may require special consideration.

“Speech analytics provides a vital window into the interactions between agents and debtors and helps collection agencies identify where changes need to be made to give them a leading edge when competing for portfolios and collection accounts,” according to an article on the Business Systems website.

Speech analytics can help prevent compliance issues by alerting contact center managers of keywords and phrases used during calls that can send up a red flag. That way, contact center managers can listen in and, if needed, take the necessary steps immediately to get things on the right track.

It also helps contact centers quickly locate calls that may have involved agent misinformation, debtor complaints, or other factors that can impact adherence and compliance.

Like call recording, speech analytics can also play a role in agent training and in overall call center efficiency. As mentioned above, speech analytics can monitor conversations in real time for specific words or phrases, and when they do occur, provide managers the ability to either step in, or to assist agents via a whisper capability. Speech analytics can also be employed following interactions to assess what was discussed, creating the opportunity for better coaching.

And the ability for speech analytics to more quickly identify words, phrases, and conversation subject matters reduces the amount of time call center managers need to spend monitoring calls and sifting through past interactions. That can result in call center managers spending more time doing other, more strategic, work. And that can help improve both agent and call center manager engagement, potentially reducing employee churn in the process.