Why speech analytics?
"Listen to the voice of
the customer ...
every single word"
12 great reasons to
deploy
speech analytics in your
contact centre
Cost-saving benefits are directly related to the appropriate use of speech analytics technologies. Successful or failed calls can easily be identified by analysing historical calls. This analysis provides organisations with powerful insights for developing and implementing refined, revenue-orientated customer engagement strategies and practices.
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 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.
By using speech analytics skilfully, the operations team can mine every call for valuable metadata. 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.
Speech analytics can be used to remould contact centre culture and craft more efficient and effective processes and practices, preventing high staff turnover and poor customer satisfaction metrics.
AHT precisely indicates the amount of time an agent is works 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.
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. These tactics can be used to recover the relationship and deliver a significantly improved customer 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.
With speech analytics solutions, a surprisingly fast return on investment is possible. How speech analytics will directly and measurably benefit individual organisations will naturally vary from one operation to another operation 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 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.
Speech analytics provides practical and usable insights to facilitate process re-engineering.
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”
Easy to deploy
Easy to use
Easy to afford
Easy anywhere
