KPIs & Metrics

4 Benefits of Speech Analytics for Customer Call Centers

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Every single day, conversations are taking place in your call center. Although customers can reach you through a variety of channels these days, and many choose to go digital, the truth is that there will never be a time when a telephone call center isn’t incredibly useful. There will always be customers who prefer speaking with someone on the phone or issues too complex for a back-and-forth e-mail. The information in those calls could help your employees qualify leads more efficiently and overcome common objections, as well as become better agents. In short, it could help your company make more sales. But if agents aren’t able to capture that important information in a quick, tech-savvy way, you’re missing out on a major opportunity.

The problem is, how can you mine out data from thousands of hours of phone conversations? Your agents may take detailed notes, but even those will take ages to comb through, and that may be a resource you don’t have. If you’re not yet incorporating technology into this process, it’s time to consider doing so.

Your customer service agents are the defining factor in the quality of the caller’s experience. They have the power to either propel a conversation toward a sale or drive it away. If your business is able to adequately analyze the interactions between agent and caller, you can start improving that experience, thereby leading to more sales. Speech analytics will streamline your customer service process, improve the quality of agent and caller interactions, and benefit your business in numerous ways. Although they may be an investment or a process to implement, speech analytics will more than pay for themselves in the long run.

Here are four benefits of speech analytics for customer call centers in order to help serve your customers better over the phone.

Help Agents Comply with Company Policies

Are your agents complying with your company policies on things like returns or Payment Card Industry (PCI) compliance? By flagging calls with phrases like “Social Security number” or “refund,” you’ll be able to make sure your agents are complying with your business’s structures. Knowing that speech analytics are being used will encourage agents to follow the rules and provide the level of customer care you’re hoping for. It will also ensure consistency so that all of your customers receive the same level of service and play by the same rules. This can also be a useful training exercise; you’ll be able to find particular calls quickly to show new agents or use in training programs instead of having to dig through hours of audio. Your training programs can become more focused on common issues among agents and help your new employees be better-prepared. Calls can be utilized to identify agent behaviors that lead to more sales instead of angry customers or answers that please customers instead of answers that anger them.

Measure Agent Performance

Are you considering giving some of your agents raises or bonuses? Having some of their calls as a demonstration can be helpful. Being able to pull out calls that involve phrases like “thank you so much” or “you’re a lifesaver” can help prove how valuable particular customer service agents are to your business. It’s also a huge morale booster if you’re able to commend agents on specific calls they did well on! Unfortunately, the opposite is true, as well—by screening for more negative words or phrases, you may be able to figure out which customer service agents require a bit more training. Speech analytics allow you to measure agent performance in a much more data-driven way than before, as you no longer have to listen to every single call they’ve been on to get an accurate depiction of how successful they’re being in terms of customer care.

Discover Hidden Insights

One of the most important aspect of speech analytics for customer call centers allows for processes to be improved. If agents are answering the same question over and over in a way that’s taking a while, for instance, a more efficient answer could be created that would reduce overall call time. But how will companies be able to realize this is a problem without speech analytics picking up particular questions? Speech analytics could also assist with increasing first call resolution by seeing which questions are the most common and which answers were the most helpful. If customers are having the same problem with a product over and over again, you can identify an easy answer for that particular problem and incorporate that answer every time that problem is referenced through a call. Speech analytics can also help you in terms of marketing—what are people saying that sets you apart from those competitors? What are positive things customers are reporting? These calls can be easily flagged with speech analytics and allow you to make business decisions that will help your customer service team flourish. There are tons of nuggets of wisdom to be discovered by searching calls for particular phrases and having data you can truly use, but you need speech analytics to do so.

Flag Important Calls

Lastly, speech analytics can help you flag important calls. Is there a competitor getting named over and over again in calls? Are the same complaints appearing again and again, like “your service stinks” or “your website is confusing” or “I don’t understand this”? Identifying trends in customer grievances is essential. These trends can lead to valuable insights and help you make more strategic decisions regarding your company. As unfortunate as it is, it also may be helpful in terms of any harassment against your agents by angry customers—having exact transcripts delivered instantly could be very useful. While it may not be fun to think about, flagging calls with a negative connotation will help your business improve in the long run and help your call center agents feel as supported as possible.