Reading Between the Lines: Speech Analytics in the Contact Centre

Exploring the role of Speech Analytics in the modern contact centre

Reading Between the Lines: Speech Analytics in the Contact Centre

Defined as one of the fastest-growing segments of the technology market for contact centres, speech analytics tools allow today’s organisations to transform the data of thousands of call-centre conversations into actionable insights for their company.

After all, as we move progressively towards a world obsessed with customer care and experience, the future doesn’t belong to the contact centre who can shout the loudest about their products and services. Instead, the organisations that know how to listen to their customers and deliver outstanding experiences in response are the ones set to win.

With technologies like emotional analysis, and AI leading the way, contact centres can use insightful techniques to create better customer experiences. Speech analytics tells your agents what works before they make or answer a call so that they’re fully equipped to qualify leads, overcome objectives, and diffuse issues causing churn.

The Benefits of Speech Analytics in the Contact Centre

Speech analytical tools are part of the over-arching push to leverage Big Data.They offer the ability to understand and address information both from legacy interactions, and real-time conversations, so that businesses can improve services, grow revenue, and reduce costs in their various business areas.

Otherwise known as audio-mining, today’s speech analytics technology involves making in-depth, and often intelligently-focused searches based on phonetics and emotional drive. With speech analytics, contact centres can:

1.     Improve and Enhance the Customer Experience

Improving the customer experience is perhaps the mean reason why today’s companies deploy speech analytics. By allowing businesses to mine and evaluate the audio data they gather every day, speech analytics ensures that today’s brands can detect things like stress, tone, and emotion in a customer’s voice, giving them more context within a conversation.

If a system can decide in real-time whether a customer is getting frustrated or upset, it can alert a supervisor, who can then use a UC system to deliver instant help to an agent. This means more customers get the first-time resolutions they’re looking for, and agents avoid periods of stress and overwhelm.

2.     Monitor and Coach Agents

As mentioned above, speech analytics can be used in real-time to monitor the interactions between call centre agents and their customers. This means that supervisors and administrators can track how well agents are adhering to scripts, and meeting with compliance requirements.

Additionally, speech analytical tools can be helpful in coaching agents within the contact centre too, helping them to improve their performance based on things like sentiment reports and real-time analytics. The right tools can provide insight into important metrics that demonstrate where agents need to improve to boost their sales.

3.     Identify Cross-Sell and Up-Sell Opportunities

During conversations, call centre agents with sales training can use speech analytics to identify cross-sell and up-sell opportunities that might benefit the performance of the organisation, and lead to increase conversion rates. Managers can even use the speech analytics information gathered in the contact centre to determine how well customers respond to different sales opportunities in specific scenarios.

Today, phone conversation data is probably one of the most underused resources that the contact centre has in its arsenal. With speech analytics, you can finally home in on your top concerns as a business, find out what customers need from you, and give them a reason to keep coming back.


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