Q&A: Jeff Gallino on why call recordings are useless

We’re all used to hearing that our calls may be recorded for training purposes, but most people don’t give a lot of thought to what that really means–including, sometimes, the businesses doing the recording. Just like any data, your recorded calls are only useful if you can make sense of them and gain insight. Speech Technology Magazine’s editor, Theresa Cramer, talked to Jeff Gallino, CTO at CallMiner, about the information buried in your recorded calls and how to make the most of it.

Q: What types of calls should enterprises be recording?

A: Many enterprises record all customer service or sales calls, and they should for a number of reasons. But the value doesn’t come from just recording interactions – it comes from analyzing them, and this is where many companies fall short. According to DMG Consulting Research, quality monitoring is often limited to only 1 to 3% of calls because it’s too costly to assign more resources to the task. This inadequate sample size (which is often prone to human bias and inconsistencies in evaluation) doesn’t provide accurate analysis, and so thousands of call recordings from the call center stay in the dark – as does its rich data.

AI-powered speech analytics give enterprises the power and ability to analyze 100% of call recordings, shining an objective, transparent light on every conversation and customer voice. When these words become structured data, actionable insights emerge – and it’s what you do with this data that can really transform the enterprise.

Read the rest of the Q&A here.