Webinar News

Latest Webinar News

December 04, 2014

Webinar - How Speech Analytics Done Right Can Change Collections


There’s no doubt that the most important piece to a successful contact center operation is the agents. Not only are they interfacing with customers and representing the company and brand, but they are also costing the company money and as such, need to be efficient.




While contact center managers can work to better the overall environment and ensure an agent is present at a station to answer to customer needs, it’s impossible to assume they can monitor every single interaction with agents.

For call centers involved in collections this is especially important.

 “Speech Analytics for Collections - Top Tips To Deliver Results,” a recent webinar sponsored by Genesys (News - Alert), covered the ways speech analytics can help with optimization, campaign management, monitoring, agent utilization and more.

Businesses usually see a lot of data dumps and static reports that don’t offer a lot of insight into what’s going on. Speech Analytics helps break calls down into parts so what’s actually happening on a call can be understood.

Using Genesys’ Speech-to-Phrase tools for example, its possible to figure out what agents are doing on the actual call identify whats being said at a phrase level. This helps with compliance and detecting agent skill levels. The system can then report back automatically and measure every call.

In the collection environment, this information can be critical - since there are things an agent can say on a collection call to help ensure payments are made. Talking about the debtors best interests, motivating them to pay now, and suggesting payment plans should be offered. Being able to detect whether or not this is happening and then teaching agents to more efficiently use these kinds of skills will ultimately improve the bottom line.

Delivering and adhering to compliance correctly is also very important in collections call centers. Meeting scoring levels for compliance can be a difficult target. To help improve these levels, analytics tools are used to track and measure agent performance levels to ensure necessary compliance is being met.

What’s especially important about Genesys’ Speech to Phrase patented technology is that it takes data analysis and automation a step further to trigger immediate actions and save managers time while also catching possible errors or oversights in advance.  This advancement is described by the company as “Continuous Workforce Optimization” and creates a win-win for all. 




Edited by Maurice Nagle