7 Key Speech Analytics Use Cases For Contact Centers

Using Speech Analytics

Call data is a goldmine of information that helps one gain rich and relevant insights about their customers’ satisfaction, customers’ churn, agent performance, and campaign effectiveness rate. With a remarkable increase in the total inflow of the customer calls to the contact centers, reviewing these calls manually gets tedious and would be able to review only a fraction of calls. Therefore, it is crucial to have a smart and intelligent tool to get this done.

Speech analytics software is a convenient solution that can analyze 100 percent of the call data without any hassle and provide one with relevant business insights. While the tool can successfully transform the entire customer experience, it also assists in the acquisition of new customers and driving growth and revenue. Analyzing the call data can serve multiple purposes such as improved performance, better quality, reduced repeat calls, to name a few. Apart from these, speech analytics can also be used to attain multiple other purposes. A few of these are as mentioned below:

1. Analyze Agents Performance.

Agents attend a large number of calls daily. This, in turn, makes a lot of call data available for analysis. While manually analyzing this call data can get tedious, implementing speech analytics software can serve the purpose.

The software can seamlessly evaluate 100 percent of call data and share insights related to agents’ performance, their average handle time (AHT), hold time, customer satisfaction (CSAT) score, to name a few. These insights not only enable one to provide direct and regular feedback to the agents but also in developing better training modules to empower them to deliver enhanced performance.

2. Identify Common Phrases Used by Agents.

Self-service tools like email, chat and mobile apps are used by the contact centers to interact with their customers. While each of these channels is a cost-effective way to provide the required assistance to the customers, the troubles faced by the customers while using these tools are often mentioned by them during interaction with the agent. For instance, “Your mobile app could not load; I am trying to log into your site but unable to.”

It is essential to understand that when the customers use such phrases, it reflects their utter dissatisfaction with the services. Using speech analytics to identify such expressions will not only help in improving their customer experience but also in increasing call avoidance and channel containment, i.e. increasing the customer’s longevity using the particular channel.

3. Diminish Customer Effort.

It is very likely that a customer needs to put in a lot of efforts to avail your services. Being unaware of your customers’ pain-points, you chose to stick to the present working module. However, doing so did not help in improving the customer retention score rather cut the total clientele.

Using speech analytics can help avoid such a situation by identifying their pain areas and working effectively to diminish the efforts put in by the customers to use your services. The tool evaluates the agent-customer interactions to calculate the efforts put in by the customers. For instance, excess use of words like crazy, ridiculous, complicated and hard reflects their dissatisfaction with the services. Therefore, planning a suitable action plan may serve the purpose.

4. Curbing Employee’s Efforts.

Listening to your employees’ pain-points is essential to attain maximum productivity and improved results. In an attempt to cut down costs, organizations begin to ignore their employees’ satisfaction at the workplace. This, in turn, begins to lower their employees’ motivation that, in turn, begins to impact their overall performance, the final results, ability to make sound decisions and attaining cost reduction.

Using speech analytics can help identify these pain-points by analyzing employees’ interactions with the agents. Spotting keywords in the conversations like my computer system is showing an error, and my computer is not responding is a clear indication that the employees’ efforts are going in vain and a better strategy needs to be implemented at the earliest.

5. Minimize Operational Costs.

Running a thriving contact center requires dedicated human efforts and costs related to overhead, staff, technology, and telecommunications. While it might be more comfortable for the contact center to manage human efforts, handling all these costs and charges can get stressful at times. Therefore, it is essential to put in some efforts to bring these costs to a little lower level.

For instance, identifying calls that last for a longer duration than the average time, silence over calls and average handle time can be used to plan such measures that may help curb these issues. Improving these metrics along with automating the process of performance feedback analysis can, in turn, reduce the total operational costs of the contact center.

6. Factors Causing Call Dispositioning.

Commonly used to describe the outcome or final output of a particular call, call dispositioning codes or labels are used by agents to classify calls under different heads such as miscellaneous, need follow-up, left voicemail and others. Agents can attach such tags to these calls due to several reasons such as impractical call, need monitoring by the agent, saving time and others.

With speech analytics, it gets easier to classify the available call data under different heads so that it gets easier to attain the desired results. It would also get easier to know the reason behind a particular call, gain relevant business insights, etc.

7. Improved Quality Monitoring Process.

With speech analytics, implementing an improved and enhanced quality monitoring process gets simpler. This is because the tool facilitates the analysis of interactions that, in turn, helps in gaining relevant business insights. The insights attained can, then, be used to plan a better strategy to enhance the overall quality monitoring process. Doing so, in turn, can enable the attainment of better results and outputs.

Turning Insights into Actionable Results

Speech analytics can undoubtedly provide its users with a wealth of agent, customer and contact center related information. However, the real trick lies in finding the most relevant insights from the pool of agent-customer interaction data. These insights can then be used to attain the required results and keep the contact center’s operations away from any trouble.

Finding lesser-known facts is the key advantage of using call center speech analytics tool. To enable its better use, the contact centers must upgrade their tool as per the latest technology and market trends. Therefore, it is the right time for the contact centers to realize its worth, improve its accuracy and get the most out of this smart tool.