Why speech analytics?
"Listen to the voice of
the customer ...
every single word"
12 great reasons to
deploy
speech analytics in your
contact centre
Callbi speech analytics helps management identify inefficiencies in processes, agent behaviour, and technology. By identifying areas for improvement, Callbi enables cost-saving strategies that enhance revenue growth and operational efficiency.
Callbi speech analytics identifies process flaws, enabling regular review and re-engineering to streamline operations, eliminate wastage and craft improved customer experiences.
Callbi speech analytics detects undesirable agent behaviours, enabling supervisors to quickly assess and address issues through coaching and training.
Callbi Speech Analytics monitors 100% of customer interactions, scoring specific words against set criteria. Automated QA scorecards highlight high-risk calls, expanding QA from random samples to full coverage across all major South African languages.
Callbi Speech analytics allows the operations team to analyse all calls, texts and emails for insights that enhance operational KPIs. This provided data-supported business intelligence, aiding the contact centre’s performance and supporting organisational strategies.
Callbi Speech Analytics refines processes and improves agent experiences, creating a more engaged frontline. Satisfied agents approach customers with greater enthusiasm, resolve issues faster, and enhance satisfaction for both customers and themselves.
Insights from Callbi help managers identify gaps in processes, procedures, and training, leading to reduced AHT and significant cost savings.
Callbi’s speech analytics solution monitors transcribed calls, using query-based analytics to detect keywords and display data on customisable dashboards, enabling QA teams and managers to guide agents in refining language and processes to enhance customer relationships and experience.
Speech analytics provides a cost-effective way to provide managers with appropriate insights on 100% of all calls to ensure that agents perform according to the requirements relating to compliance statements.
Small changes in call efficiency can deliver big savings. Callbi’s speech analytics drives optimisation by identifying key issues. Armed with this crucial information, contact centres can enhance agent performance through targeted coaching, delivering substantial cost savings and achieving a fast ROI.
Speech analytics is today’s well-proven method of rapidly obtaining both quantifiable and vastly less costly data than conventional market research, ensuring the organisation remains agile to respond to changing market conditions and the competitive landscape.
Callbi speech analytics uncovers process inefficiencies, operational bottlenecks, and areas for agent improvement, enabling management to streamline workflows and optimise performance.
Callbi Success
Inbound services
Callbi analytics indicated significant inefficiencies in overall call-handling processes and techniques in this contact centre, resulting in inordinately high AHT.
Applied solution and results
After Callbi-based interventions were introduced, AHT was reduced by 17%, operations were able to reduce agent headcount and substantial savings are expected.
- 17% reduction in AHT
- Agent headcount reduction
- Significant expected savings per annum
Telesales
In the first week of using Callbi, management in this company identified that agents terminated 80% of sales calls without following prescribed objection-handling scripts, call guides and training.
Applied solution and results
Appropriate disciplinary action, revised processes, scripts and training interventions were implemented together with additional Callbi-based monitoring. Within 60 days, sales revenues have increased by over 15%.
- Revised processes, scripts and training
- 15% increase in sales revenues within 60 days
Collections
Callbi identified significant post-call silent time in this call centre indicating large-scale agent abuse.
Applied solution and results
Culprits were quickly identified and appropriate disciplinary action was taken. Cost savings to the operation were estimated to be significant.
- Significant estimated operational savings per annum
Speech analytics made easy
essential to all contact centres – it’s
no longer an option or nice-to-have”
Assess Agent Behaviour & Improving Performance
Improvements in Operational KPIs
