How Speech Analytics Are Beneficial to a Call Center
Speech analytics have become essential but underused part of the call center operations. Calls are recorded then further analyzed in order to better understand how call center agents are performing and how customers are responding. For businesses, it makes a big difference to know where they should invest money and what can be cut back. Debating if speech analytics will benefit you? Here are a few reasons why it can be extremely beneficial.
Delivering data is a great way to better understand what customers want and need from a company. By analyzing reactions and emotions, it can give even more insight into how the customer is truly feeling. Sometimes customers do not always feel 100 percent comfortable being as harsh as they may desire but disdain can be detected via analytics.
It also assists in saving money by achieving ROI in a relatively short time. The data delivered can give insight that helps with new product creation, promotions as well as positive branding. Three methods a company can use to boost customer loyalty and retention.
The more information a customer service agent is given from the beginning of the call can only enhance FCR. With fewer callbacks, everyone’s volume is lowered and other calls can be taken in a more productive and efficient manner.
The best part of call analytics, aside from boosting customer service, has to be the boosting of profits, as any business can attest. Cross selling and upselling are responsibilities of agents that can often be missed. By analyzing calls, it can be better determined which callers to target with what offers. Companies can then customize pitches to each audience to optimize the results and boost profit.
Does your call center use speech analytics?
Edited by Maurice Nagle