Voice Analytics Improves Customer Service Line Experience

HomeServe Utility LogoWhen a customer reaches out, they want to speak to someone who is friendly, knowledgeable and can help them navigate their problem. A good customer experience will soon overtake price and product as the key factor in customer choice.

When a customer needs assistance, they overwhelmingly turn to call centers – 73 to 79 percent of customers prefer to speak to someone about complex issues. Having a well-trained and well-coached customer agent team is critical, because nearly 40 percent of customers displeased with a call center interaction will advertise their dissatisfaction on social media.

When you’re entering an affinity partnership, you don’t have control over your customer service line experience, but their satisfaction is integral to your business. A worthy partner will keep you appraised of their best practices, including voice analytics.

HomeServe developed the “Ask, Listen and Act!” model after implementing CallMiner voice analytics. CallMiner analyzes speech and creates transcripts of calls, behaviors and customer responses. In addition, CallMiner measures silence, tone and volume, and categorizes findings based on verbiage. The program searches for key words, phrases and parameters to determine “category hits,” revolutionizing the QA process.

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