Leveraging the strength of speech analytics

6 ways to improve your contact center’s efficiency and performance

The lifeblood of any contact center is voice interactions between customers and the company.

1. Automated quality assurance (QA)

QA is one of the most time-consuming operations, and only 1–3% of calls are being monitored in most call centers. Speech analytics enables businesses to monitor, transcribe, categorize, tag, and score 100% of conversations. Instead of randomly picking calls, QA staff can focus on calls that have been flagged for.

2. Improved first call resolution (FCR)

Speech analytics scans calls and quickly identifies key phrases like “I called last week.” It also detects correlations between such repeat calls, whether specific reasons, products, or agents. Plus, speech analytics can connect numerous conversation threads throughout the customer journey.

Weak spots in FCR improved by speech analytics:

• Inaccurate routing
• Lack of agent knowledge
• Call and product complexity
• Agent churn
• Excessive hold times

3. Reduced average handle time (AHT)

You can improve AHT with the help of speech analytics by finding out which topics and agents have the most extended handle times. You can even dig deeper. For example, if you introduce a new product and discover a spike in AHT, you can determine whether the issue is due to product quality or poor product instructions.

4. Improved compliance and risk mitigation

Speech analytics assigns a score to every call to assess the relative risk. The analysis is conducted in real-time, and potential violations are tagged and indexed, making it possible to navigate the source immediately.

5. Enhanced customer experience

Speech analytics can detect any potential failures in customer experience by identifying signs of dissatisfaction in words or intonation, including complaints, raised voices, and interruptions. Detecting common negative words and phrases can help you quickly find the reason for the negative experience.

6. Increased revenue generation

Implementing speech analytics allows contact center leaders to improve all metrics, identify and encourage positive behavior, and zero in on areas that require special coaching and training. All this will boost company revenue by cultivating best practices throughout the team.

By performing root cause analysis on each conversation, you can quickly uncover trends that otherwise could take weeks or months to surface. Let us help in tailoring the data processing outcomes to solve your business challenges. Contact us to share your experience and find out a tailor-made decision.

In March 2021, independent research was conducted with 1,007 European business executives from six countries and different industries. 89% of European business executives agree their organizations will invest in AI and NLP for customer experience in the next two years.