Newsletter July 2024
This newsletter highlights Callbi’s powerful new features and success stories. Learn more about our features and find out how Callbi’s advanced analytics achieved significant financial savings and operational efficiency for a new customer.
Over 100 deployments!
When Callbi Speech Analytics was introduced to the South African contact centre and BPO industry a few years ago, it was an immediate game changer. For the first time, the power of speech analytics became available to all contact centres, large and small. Callbi democratised speech analytics with its unique ability to transcribe and analyse voice calls and text in South African English, Afrikaans, isiZulu, Sesotho, and Setswana. One of Callbi’s unique features is its capability to accurately transcribe and analyse mixed-language interactions, allowing a conversation to switch between languages and still be accurately and seamlessly analysed.
Callbi is easy to afford, easy to deploy, easy to learn, easy to use, and easy to show a fast ROI.
Incredible customer testimonial: Achieving rapid ROI by addressing dead air with Callbi Speech Analytics
Recently, a new Callbi customer using the Silent Time or Dead Air feature reduced Average Handling Time (AHT) by a staggering 5% simply by coaching agents, making information more accessible, and addressing delinquent behaviours.
These easy-to-implement interventions quickly resulted in massive financial savings.
Consider the impact: a 5% reduction in AHT across an estate of 500 agents!
This impressive outcome demonstrates the powerful potential of Callbi Speech Analytics in driving efficiency and improving operational performance.
The direct savings produced a full ROI on the Callbi investment within the first two months. By leveraging insights from the Silent Time feature, this customer was able to make targeted improvements that yielded significant and immediate benefits.
Powerful New Features
In recent months, Callbi’s development teams have been hard at work developing and deploying several powerful new features to enhance the capabilities of our already robust speech analytics solution.
These innovations underscore Callbi’s position as the leading speech analytics solution in South Africa, providing CX and BPO contact centre operators with the insights needed to drive improved efficiencies and performance across key metrics.
With Callbi, organisations can significantly enhance customer and agent experience, ensuring exceptional outcomes in every interaction.
1. Q&A Insights
This powerful new Callbi feature is a contact centre manager’s or QA’s dream come true! Introducing Callbi Q&A Insights – think of it as ‘ChatGPT for QA’. This innovative tool leverages the power of large language models (such as ChatGPT) to transform how you analyse and evaluate calls.
With Callbi Q&A Insights, select any Callbi transcribed call and simply type in your question.
Ask subjective questions like, “What was this call about?” or “What could the agent have done better?”. Delve into specifics with queries such as “Was the agent polite and courteous?” or “Was the customer satisfied with the outcome of this call?”.
The intuitive system provides comprehensive, detailed answers, offering a deep dive into call performance and the true voice of the customer.
This feature empowers managers and QA teams to gain actionable insights quickly, driving continuous improvement and elevating the overall quality of service.
2. Dead Air and Silent Time reporting (In-call and Post-call)
While this is not a new feature, Callbi’s ability to identify and report on “Dead Air” or “Non-Productive Talk Time” is a crucial tool for maintaining high levels of customer satisfaction and operational efficiency.
Periods of silence during or after calls are referred to as “Dead Air” or “Non-Productive Talk Time.” Monitoring and managing this phenomenon is essential for maintaining high customer satisfaction and operational efficiency. This powerful Callbi feature provides a cutting-edge solution that identifies and reports both in-call and post-call silent time.
In-call silent time often indicates that an agent lacks adequate training or is struggling to locate necessary information. These moments of silence can frustrate customers, leading to a perception of poor service. By pinpointing instances of in-call silent time, Callbi helps organisations identify gaps in training or knowledge base accessibility, enabling targeted improvements that empower agents to handle queries more efficiently and effectively.
Post-call silent time, on the other hand, can be a red flag for potential agent misconduct or inefficiencies, such as extended pauses before ending a call or unnecessary actions taken after the call has ostensibly concluded. By monitoring these silent periods, Callbi helps detect and address such behaviours, ensuring that call centre operations remain transparent, fair, and efficient.
With Callbi, organisations gain valuable insights into the root causes of dead air, allowing them to refine agent training, optimise knowledge base access, and uphold the highest standards of call-handling processes.
3. Enhance Communication Efficiency with Callbi's Words-per-Minute Reporting
Maintaining a ‘good’ words-per-minute (WPM) rate in a typical customer service or sales contact centre is crucial for agents to speak clearly and efficiently.
It is widely recognised as best practice that the optimal WPM falls between 150 to 180 words per minute.
This ensures effective communication without compromising customer understanding.
Monitoring WPM is important because it directly impacts call handling times and customer satisfaction.
Speaking too slowly can lead to longer calls and potential frustration, while speaking too quickly can cause miscommunication.
Callbi excels in identifying WPM outliers, providing actionable insights for targeted coaching and training.
By leveraging Callbi’s advanced analytics, organisations can ensure agents maintain an optimal speaking pace, enhancing both efficiency and customer experience.
4. Identify and Reducing Overtalk: Enhancing Communication and Customer Satisfaction
Callbi users who record customer interactions in stereo can now access the new “Overtalk” identification and reporting function, providing deeper insights into these communication challenges.
In contact centres, “overtalk” occurs when both the agent and the customer speak simultaneously. This can result in miscommunication, as neither party may hear the other clearly.
Overtalk often signals negative sentiment or high emotions, reflecting moments of frustration or urgency. Frequent overtalk can further frustrate customers, making them feel unheard and neglected.
For agents, it may indicate poor active listening skills or a tendency to rush through calls, potentially compromising call quality and customer satisfaction.
Additionally, overtalk can increase the average handling time (AHT) of calls, as both parties may need to repeat themselves to ensure their messages are understood.
Addressing overtalk is vital for maintaining clear and effective communication. Training agents to recognise and avoid it can significantly enhance the overall quality of customer interactions.
With Callbi’s advanced features, instances of overtalk can be detected, providing valuable data on the timing and reasons behind these occurrences. Analysing this data allows contact centre managers to develop strategies to reduce overtalk, such as enhancing agent training in active listening and conversational pacing. This not only improves communication clarity but also enhances the experiences of both customers and agents.
5. Language Distribution Indicator
Another powerful Callbi feature is the Language Distribution Indicator. After a recorded call or text is uploaded into the Callbi application, one of the standard analytics provided is a detailed view of the composition of the languages used in the specific call or text interaction. For example, it may show English 95% and Afrikaans 5%, or English 45%, Afrikaans 20%, isiZulu 25%, and Setswana 10%.
This information is presented in a colour-coded slide-bar indicator, making it easy to visualise and understand the language distribution within each interaction.
The Language Distribution Indicator helps contact centre managers, QA specialists, and Insights Analysts gain insights into language usage patterns, allowing for better resource allocation and training tailored to multilingual customer interactions.
Other Callbi News: CEM Africa
The Callbi team is excited to attend next week’s CEM Africa event!
We’ll be in Cape Town to explore the latest in customer experience management and share insights on our innovative speech analytics solutions.
It would be nice to see you there as we connect with industry leaders and professionals.
Final thoughts
Callbi is getting easier to use. With the new powerful features reporting on silent time, overtalk, words per minute, and language distribution, it is getting easier to see where targeted training is needed for specific agent groups to improve your KPIs in your call centre.
As discussed in our previous blog: Efficient and happy agents lead to happy customers. And happy customers are loyal customers.
Make informed decisions in your call centre using the right reports, created with ease by using Callbi Speech Analytics.
