How to Monitor Every Conversation Across Multiple Languages
Monitoring and analysing 100% of all customer interactions is crucial for contact centres to drive operational performance and customer satisfaction. However, with the rise of multilingual contact centres, monitoring every conversation can be challenging. That’s where Callbi Speech Analytics comes in, providing insights across multiple languages, such as English, Afrikaans, isiZulu, Setswana, Sesotho, and mixed languages.
Callbi Speech Analytics uses advanced natural language processing algorithms to transcribe and analyse every conversation, regardless of language. This means you can gain valuable insights into customer sentiment and agent performance, identify trends and patterns, and make data-driven decisions to improve performance and customer experience.
Callbi Speech Analytics provides insights within roughly 30 minutes to an hour after a conversation. This rapid turn-around allows for timely feedback and intervention, especially when dealing with compliance violations. Callbi can flag potential compliance issues, such as violations of company policies or regulatory requirements. This allows managers to take corrective action and avoid costly penalties and reputational damage.
Callbi Speech Analytics can also identify common mistakes agents make, such as not addressing customer concerns, not following call scripts or processes or using inappropriate language. These insights can be used for coaching and training to improve agent performance and desirable business outcomes.
Achieving 100% call coverage is crucial for any contact centre looking to improve operational performance and enhance customer experience. With Callbi Speech Analytics, you can monitor every conversation, regardless of spoken language. Callbi provides near-real-time insights that can be used to drive operational performance and improve customer satisfaction over time.
If you want to learn more about how Callbi Speech Analytics can help your contact centre achieve 100% call coverage and drive operational performance, please visit our website or contact us for a demo.