Speech analytics in the call center holds many advantages: reduced operating expenses, outstanding customer experiences, increased company revenue, and reduced customer attrition. By giving you critical insight into agent performance (as well as customer sentiment), speech analytics can result in a more effective call center operation overall.
But just having speech technology in place is not enough.
In order to unlock the true value of speech analytics technology, you must find ways to maximize your investment in the software.
Let’s take a look at a few ways how:
Ask the Right Questions When Evaluating Speech Analytics
It may sound obvious, but the first step in maximizing the value of a speech analytics solution is to make sure you’ve ended up with the right kind of technology in the first place. In other words, you need to be sure that the solution you’ve chosen meets with the specific needs of your organization.
So how do you do this?
Start by asking the right kind of questions when evaluating a speech analytics solution. Examples include:
- What does our organization hope to achieve with speech analytics?
- Does the solution offer speech analytics in real time?
- How quickly can the data mined be translated into actionable insights?
The idea is to use the evaluation process as a way to identify the gaps in your organization (i.e., agent performance, regulatory compliance, etc.) and determine how speech analytics can help drive improvements in these areas.
Leverage Insights from Calls Recorded & Analyzed
After implementing a speech analytics solution, it’s important to not just record and analyze insights from customer interactions – but to leverage those insights to improve agent performance and the customer experience.
“Voices in the world of telephony are often captured by call recording solutions, only to be deleted as a matter of course or stored away for years never to be accessed or reviewed,” says CRMXchange. “Speech analytics allows these voices to be heard, for the opinions, attitudes, and intentions customers and employees reveal during everyday conversations to be extracted and then put to use…”
The bottom line is this: Make sure to take advantage of what you’re hearing your customers say about you!
Drive Improved Customer Experiences
The ultimate goal of any call center solution – whether it’s speech analytics, agent scorecards, or even ergonomic seating! – is to create improved interactions between agents and customers. With 68% of customers reporting they’ve switched providers due to a poor customer experience and 95% of dissatisfied customers telling others about those experiences, call centers must make it a priority to leverage speech analytics to drive improved customer experiences.
Examples may include using speech analytics insights for agent training and coaching opportunities, to intervene in high-risk situations (e.g., where a customer is angry and threatening to take their business elsewhere), and so on. The point is to keep an eye toward what the technology can do to help you satisfy and retain customers.
As outlined above, speech analytics offers a variety of advantages in the call center, most notably improved agent performance and customer experiences. The key is to identify the right kind of solution for your specific business needs and take advantage of the technology in ways that benefit both your agent pool and your customers.