Call Center Management Featured Article
Call Center Management Can Improve Interactions with Speech Analytics
How much intelligence are you able to gather from one customer interaction? As a member of call center management, you’re focus is likely on ensuring your agents spend the right amount of time interacting with customers and meeting their needs. In just one interaction, customers can share a whole lot of information about their preferences, what they want out of a company and where they’re willing to spend their money in the future.
For that reason alone, companies throughout the call center space are putting the tools in place that allow for the capture and analysis of comments and questions shared by customers during these interactions. This data can then be used to improve agent performance and customer interactions across the board. Even better, this information could also offer insight into how you can improve your products and services.
A recent blog from Monet Software offers key insight into this area, highlighting the importance of call recording and monitoring. Calls that are captured can easily be mined for information and stored for later use, demonstrating compliance and even training purposes. When speech analytics is introduced into the mix, call center management also adds another dimension to the call recording solution. This next step allows you to dig even deeper into your interaction content to identify key words, patterns and even phrases that can help you more effective refine your customer service efforts.
For instance, the data generated from multiple customer interactions allows you to adjust scripts accordingly and provide better answers to questions or better guidance to concerns that come in more frequently. While these activities are also possible with the use of call recording, the addition of speech analytics allows you to look for certain things ahead of time. Call center management can program the system to look for specific words or phrases, creating alerts when certain opportunities or issues arise.
Sophisticated tools allow for the automation of these processes. Even the most experienced of agents are ill-equipped to mine each call for the important data they need in real-time. This isn’t an efficient approach to extracting business intelligence from these calls. Plus, agents are on the phone to deliver quality care to customers, not look for specific information.
When speech analytics is combined with overall monitoring, call center management can get to the heart of identified trends in these calls and continue to improve systems, customer service and products overall. In the end, issues are resolved before they have a negative impact and the company is able to focus more time on giving the customer base exactly what they want – creating an environment where everybody wins.
Edited by Stefania Viscusi