Workforce Management Featured Article
Speech Analytics: 5 Key Benefits for Contact Centers
Speech analytics can add lots of value and significant return from the customer service department of a contact center. Here, we take to a look at five key things that speech analytics could do to enhance your customer service game.
1. Make Follow-Up Calls a thing of the Past
Quality speech analytics can make the dissatisfied customer call a thing of the past by evaluating the most frequent points of pain that cause follow-up calls and recommending which should be introduced and anticipated during initial contact. This change in procedure can prevent an unhappy customer and stop spending agent time on these return calls. Reducing call volume and customer frustration at the same time is a win for all concerned.
2. Keep Up With the Joneses
If callers keep mentioning lower rates or cheaper prices from competitors, speech analytics software will capture those interactions and pass the intel to marketing and sales. Then the relevant teams can take action to respond to the competition and retain those customers.
3. Cut the Gordian Knot
Some problems are… elusive. You know it’s there, but it’s hard to identify the specific causes or sources of the dip in sales or increase in call volumes. Modern speech analytics solutions can sort through mountains of data and thousands of calls, checking against huge numbers of variables, from call duration and repeat calls to the use of specific words in conversations. This kind of machine analytical approach can quickly find a tough problem and help cut through to the solution.
4. Finding Stress in Speech Patterns
Stress and upset aren’t always easy for agents to read through the phone, but a speech analytics software can measure almost imperceptible voice patterns and help managers interpret the amount of stress in customer voices. Then this intelligence can be delivered to agents who can alter approaches with the goal of de-escalating a developing situation before it even starts.
5. Reducing Reliance on Surveys
Surveys are so constant in customers’ lives that they are becoming increasingly ineffective. Because of this trend, consumers are starting to ignore the requests to participate, which can severely hurt marketing analysis. Speech analytics, however, can deliver insight into customer attitudes without agents having to ask for it.
Ken Briodagh is a writer and editor with more than a decade of experience under his belt. He is in love with technology and if he had his druthers would beta test everything from shoe phones to flying cars.
Edited by Ken Briodagh
