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The appropriate use of speech analytics technologies can achieve cost-saving efficiency and productivity benefits. The root causes of successful or failed calls can easily be identified by analysing historical and current calls. This analysis gives organisations powerful insights for developing and implementing refined, revenue-orientated customer engagement strategies, processes, training and operational practices.
Speech analytics can easily identify unwanted agent behaviours such as rushing or deliberately ending calls. Team leaders or supervisors can quickly and easily identify, assess and categorise calls with unacceptable agent behaviours and intervene with appropriate coaching, training and other interventions.
Speech analytics can automatically extract low-scoring calls, allowing QA and compliance teams to focus primarily on high-risk or poor-quality calls. The coverage of QA is significantly increased, compared to random selection. This means that QA persons can become upskilled into insights analysts.
By skilfully using speech analytics, the operations team are able to mine every call for vast amounts of valuable meta data. This adds to the context of many of the KPIs, and significantly enhances the quality of the business intelligence that the contact centre can utilise to drive its own performance and give substance to the organisation’.
All calls in and out of the contact centre can be monitored and assessed; the technologies can identify keywords, phrases and even the acoustic qualities of the conversation. The identified calls can be used to guide the agent to use alternative wording, tone or style, or to introduce alternative scripts, in order to recover the relationship and deliver a significantly improved customer experience.
With speech analytics solutions, a surprisingly fast return on investment is possible. How speech analytics directly and measurably benefits individual organisations will naturally vary from one operation to another and will essentially be driven by how cost-saving and revenue generation strategies and tactics are deployed.
Speech analytics is today’s well-proven method of rapidly obtaining data that is both quantifiable and vastly less costly than conventional market research, ensuring the organisation remains agile to respond to changing market conditions and the competitive landscape.
AHT precisely indicates the amount of time an agent is working on an identifiable task. This data assists the ability to accurately plan for the capacity to meet or surpass customer service expectations, maintain the operation’s prescribed service level and to drive improved productivity.
Elements such as in-call and post-call silent time, script adherence and call process flows assist management in streamlining operations and reducing costly AHT.
Speech analytics provides a cost-effective way to provide managers with appropriate insights on all calls to ensure that agents perform according to the requirements relating to compliance statements.
Providing fast, satisfactory solutions to customers’ problems or queries within their first call is a key contact centre performance requirement to maintain loyalty, spend and a positive service level.
Speech analytics can be used to remould contact centre culture and to craft far more efficient and effective processes and practices, preventing high staff turnover and poor customer satisfaction metrics.