Workforce Management Featured Article
Call Recording, QM & Speech Analytics Add Up to Greater Value
Call recording and quality management have been around in call centers for a long time. The former can help with the latter by assisting call center folks in collecting, reviewing, scoring, and learning from calls.
But more recently speech analytics has arrived on the scene. And that’s making call recording a whole lot more useful, and QM a whole lot more impactful.
Speech analytics can provide call centers and businesses at large more insight from each and every communication they have with customers and prospects. It can help improve conversion and increase customer retention.
And it can enable a business to ensure agent compliance, which can result in big savings on legal fees. Speech analytics address compliance by alerting contact center managers of keywords and phrases used during calls that can send up a red flag. That way, contact center managers can listen in and, if needed, take the necessary steps immediately to get things on the right track. It also helps contact centers quickly locate calls that may have involved agent misinformation, debtor complaints, or other factors that can impact adherence and compliance.
Customer service, marketing, and sales teams can also pair their business communications solutions with speech analytics to drive new efficiencies and revenue opportunities. For example, speech analytics can help reveal trends that explain why call center traffic was up at a particular time. It can also help businesses discover which of their processes and products have problems, enjoy higher first call resolution rates, and learn which phrases and words generate the best returns in marketing campaigns and sales calls.
DMG Consulting has said that companies can realize a return on investment of their speech analytics in just one year.
Edited by Maurice Nagle
