Senior Writer: Priya Naha
While all call centers want to improve their agents’ performance and processes, most find it difficult due to the volume of calls they need to review. Hence, most call centers only listen to a small percentage of calls to estimate their calling strategy’s effectiveness.
Most call centers fail to improve productivity because their data slip through the cracks. And such organizations find detecting customer issues challenging.
Most individuals already have a poor impression of customer service due to the indifference of poorly-trained agents over the past decades. Therefore consumers that experience poor customer service instantly switch brands.
With speech analytics for call centers, agents can screen several calls simultaneously to discover and explore various aspects of call quality and efficacy. The technology is, therefore, being widely adopted globally by big and small call centers alike.
Let’s understand speech analytics, the benefits of speech analytics, and how we can implement it in call centers.
What Is Speech Analytics?
Speech analytics is a technology that analyzes voice recordings or live calls to gain insights into customer behavior and call quality. Almost all leading call centers worldwide use speech analytics today to identify words and phrases uttered during calls and determine how fruitful they were.
Speech analytics solutions can help recognize audio patterns and detect stress and emotions in a speaker’s voice. Hence they work as an effective tool to measure the quality of a call, customer satisfaction levels, and agents’ performance. Customer support or sales team can also learn about changing consumer preferences and needs using call analytics, which can help improve the overall customer experience.
How Do Call Centers Use Speech Analytics?
With only about 11% of speech analytics for call centers, many organizations have overlooked the chance to deploy a technology that can help improve contact centers and sales operations.
Call centers can use speech analytics technology and get the most out of it in certain ways.
Let’s take a look.
1. Authorized CSAT/NPS Reviews
Surveys are important for understanding how well agents operate, but with so many regular calls, manually examining and interpreting the survey data may be difficult. Speech analytics may assist by converting client utterances into easily retrievable text and generating an extensive collection of structured information.
Employees can use the archive’s data to double-check the outcomes of CSAT and NPS surveys, ensuring that an organization’s decision-making is on track. Companies can improve their customer experience by knowing the tone and content of their customer interactions.
2. Monitoring Agent Performance
You can utilize speech analytics for call centers to actively monitor agent performance, communicate with your employees, and train quality control.
By automatically rating discussions that provide objective feedback, speech analytics alleviates employees’ objections about an unequal evaluation procedure. The details are accessible quickly, assuring agents that they will be evaluated with integrity and fairness. Speech analytics for call centers helps instill confidence in agents that their efforts will be acknowledged and appreciated.
3. Integration Of Tools For Better Results
Speech analytics for call centers use artificial intelligence to analyze various aspects of a call, such as speech rate, tone, pauses, vocabulary, etc. It uses natural language processing (NLP), transcription, and speech recognition technology to know what happens during a call and identify issues, deviations, or errors.
Modern speech analytics tools for call centers include sentiment analysis, which helps understand whether a customer has a positive, negative, or neutral impression of the call. The technology analyzes and evaluates the language, rate of speech, and stress in a customer’s voice to understand the call type and the interaction involved.
Sentiment analysis has evolved into conversation analytics, which helps understand the caller’s attitude and churning possibilities. In addition, these tools help convert speech into data and make the data searchable.
So, if you want to look for calls where a particular phrase has been used, you can quickly find them using speech analytics. You can also graphically represent data you have recorded from calls using advanced speech analytics tools. It helps marketers make sense of the information and swiftly prompt remedial or promotional actions.
4. Generating Higher Qualified Leads
Speech analytics software is a boon for marketers since it helps qualify leads swiftly and boost conversions. Companies have better chances of converting a qualified lead by following up within the first five minutes.
You can use the data from speech analytics to tell your sales team about upsell and cross-sell opportunities. Employees can utilize speech analytics to obtain customer suggestions to improve products or affect marketing campaigns to generate sales leads.
5. Maintaining Call Etiquette
To ensure that all agents are sufficiently trained and adhere to the same norms, a call center utilizes speech analytics for well-defined etiquette regulations. Speech analytics helps the call center to automatically supervise and record all dialogues between agents and customers.
It provides a wonderful chance to tune in on calls and uncover enhancement possibilities without human effort. It can detect when an agent differs from the text or uses foul language. This allows them to improve the extent of their client care while preserving their business image by guaranteeing that all personnel follows proper call etiquette.
Benefits Of Speech Analytics for Call Centers
Speech analytics software evaluates data from interactions between contact center personnel and customers to provide direct insight into the customer’s voice.
The speech analytics for call centers enable managers and employees to thoroughly examine all calls and give real-time data for quality assurance that does not require human evaluation. Finally, speech analytics offers call center services a better grasp of how to optimize specific interactions.
The use of speech analytics offers several advantages to organizations, as described below:
1. Enhanced Customer Understanding
Speech analytics helps organizations understand users’ desires and concerns. Firms can improve their products, services, and marketing strategies by understanding consumers’ needs and interests.
In addition, such tools help marketers quantify data to understand the percentage of satisfied or dissatisfied users with their service, helping them take concrete actions that lead to better customer satisfaction.
2. Better Identification Of Customer Needs
Speech analytics can also understand customers’ ever-changing needs and expectations of a product or service. Speech analytics tools can help marketers discover what interests their customers the most and the factors that govern their purchasing decisions.
It allows firms to develop more successful features and prolongs their market hold. Speech analytics can also help predict future needs, further boosting sales and streamlining promotions.
3. Improved Agent Performance
Speech analytics can be a powerful way to determine how well your agents serve your customers. It can quickly give you an idea about the efforts made by your agents and the deviations they make from the script. You can also understand where your agents are lagging and what training would benefit them.
By tracking customer sentiments and speech throughout a call, such tools can help you decipher what gets your customers the most and which part of the conversation they find the most tedious. This could help you alter call scripts and mold them for greater effectiveness.
4. Enhanced Personalized Services
By getting to know each customer and their motivations using speech analytics, firms can personalize their approach and offerings per clients’ needs. It improves the chances of conversions and customers’ loyalty towards your business since they receive customized products and services.
Knowing customers also helps agents create a good rapport with customers and emphasize how your product or service is a perfect solution for them. It also allows you to upsell or cross-selling products or services that match users’ requirements.
5. Reduced Churn Rates
Discovering why your loyal customers leave your brand can be instrumental in turning your business around and retaining your market share. Again, speech analytics can help you spot why customers are dissatisfied with your brand, and that too in a graphical format.
Using such solutions, you can effortlessly discover the main elements that lead to customer dissatisfaction and force them to move toward your competitors.
6. Mitigation Of Compliance & Risks
Call centers around the globe must adhere to several regulations and guidelines to run their operations smoothly.
Speech analytics for call centers can help detect if your agents comply with such guidelines while on calls. They can detect script deviations, data leakage, and factors that increase business risks, notifying you promptly and allowing you to nip problems in the bud.
7. Minimal Business Losses
Accurate detection of problems, and timely forecasts can greatly reduce business losses. Speech analytics tools offer accurate predictions about possible slumps and anticipate changing customer needs to help you stay afloat in a turbulent market and avoid significant business losses.
Last but not least, speech analytics for call centers can help you save a great deal of money by enabling you to focus your efforts more accurately. The data collected can help you reduce unnecessary costs and make your products, services, and selling approach more effective, improving your probability of success.
How To Start Using Speech Analytics In Your Call Center?
Speech analytics for call centers are becoming increasingly common. Its ability to capture, evaluate, and analyze the information of customer conversations can assist organizations in enhancing customer service and identifying cost-saving and process-improvement opportunities.
The global speech analytics sector is predicted to develop at a CAGR of 20.4% by 2031. You can start using speech analytics in your call centers in the following ways:
1. Monitor Real-Time Agent Performance
By constantly monitoring and evaluating calls, speech analytics can detect agent activities and behaviors that result in productive interactions. Conversely, speech analytics for call centers enables managers to identify specific challenges that lead to poor evaluation and performance patterns. As a result, agents can work more effectively and request help when necessary.
2. Explore Opportunities For Cross-Selling and Upselling
Real-time analytics can help a call center’s upselling and cross-selling efforts by decreasing the need for human memory. It suggests that novice agents unfamiliar with the product portfolio or the upselling/cross-selling call narrative may receive notifications while moving from a present discussion to a new product or service.
Speech analytics could assist contact centers in discovering hidden upsell and cross-sell opportunities to improve revenue. It also identifies the responses that various client demographics give in response to advertisements, allowing for changes or improvements. Contact center speech analytics can help agents, and managers design targeted upsell and cross-sell strategies suited to each customer’s needs.
3. Conduct Telephone Interviews
Using speech analytics technology for call centers, customers can tell businesses what they feel about items, corporate practices, and opponents. Surveys, particularly those done shortly after a specific interaction or transaction with a firm, can gauge their satisfaction and reaction to corporate operations. Nevertheless, inadequacies in survey methodology make it impossible to collect the necessary data to understand how individuals feel and act.
Speech analytics technology can assist in closing these gaps and establishing a more reliable method of monitoring, reporting, and boosting customer satisfaction. Businesses now have tremendous data analytics on which to act to enhance CX by augmenting the questionnaire survey with speech analytics.
If used correctly, speech analytics can help you take your business to new heights and scale your business smoothly. Such conversation intelligence tools will help you monitor and report the conversations within your contact center and help derive critical insights that would otherwise be impossible to gain.
Converting speech into raw data and organizing and analyzing it saves you time and effort. This helps your contact center to improve agent productivity, customer satisfaction, service efficiency, and understanding. All of which are pivotal in enhancing consumer experience and profit margin.
Frequently Asked Questions
What are the limitations of speech analytics?
The limitations of speech analytics include the following:
- The analytics-enabled quality assurance is underused.
- Speech analytics tool integration with predictive analytics is expensive.
- There are limited use cases of real-time speech analytics.
What type of data can speech analytics capture?
Speech analytics can capture customer journey data, including sentiment, key phrases, and voice tone. You can better understand customer behavior and insights about satisfaction and intent with speech analytics.