BPA Featured Article

How Speech Analytics is Changing the Call Center



By Ashley Caputo, TMCnet Web Editor
March 25, 2013


Although text – in terms of social media, e-mail and online chat rooms – have added yet another layer of intricacy to customer service, voice is still the most important factor a part of understanding customer experience in call centers. All of this data, if effectively measure and analyzed, can provide organizations with the utmost metric tools to measure almost any part of their contact stream. To achieve such customer experience analytical levels CUnet, a provider of postsecondary education market, has chosen Callminer’s speech analytics software to make sure that its affiliates are efficiently representing its client brands.



According to CallMiner’s (News - Alert) Voice of Customer Analytics video, 90 percent of all customer conversations are still happening on the phone despite changes in the digital world. Even though there are about 2.7 billion words tweeted a day in terms of data volume, this is minimal compared to phone calls, where there are over 56 million hours worth of conversations – equaling to about 420 billion words spoken a day. For contact centers, voice communication is still the most important measurement tool, as they collect more audio in one day than twitter does in five months, which is why software for analyzing such data volume is vital.

This is particularly important to CUnet, as the company is in charge of delivering qualified inquires for collections and universities through its online marketing services and network of targeted media providers. Using CallMiner’s esteemed speech analytics software, CUnet will be now able to simultaneously provide customer satisfaction tools across all voice communication – along with platforms like text, chat, e-mail and Twitter (News - Alert) – as well as measure anything in its contact stream and turn it into metrics like sales, effectiveness, compliance risk and opportunity to upsell.

“Being able to track 100 percent of calls for performance and compliance is very important to us,” said Jeff Herz, director of operations and compliance at CUnet. “CallMiner has solved that problem. Not only does speech analytics ensure that our clients’ brands are being represented properly, it also allows us to monitor, manage, and enforce regulatory compliance.”

The real-time business intelligence that CallMiner uncovers for organizations can be used to drastically improve customer service, which is the most important aspect of any business. It can also be used to increase sales, reduce the cost of service delivery, mitigate risk and identify areas for process and product improvement. Check out the video below, which provides effective visuals and statistics to understand the power of utilizing speech analytics software.




Edited by Allison Boccamazzo

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