CallHippo Speech Analytics ensures faster call QA, better agent evaluation and effective coaching — ultimately enhancing your team’s performance.
What Is Speech Analytics?
As the name implies, speech analytics is the process of analyzing recorded calls using artificial intelligence (AI) and machine learning (ML) to extract customer information and ultimately enhance corporate strategy. The information collected differs from one company to another. However, the most typical information collected by most organizations is keywords or key phrases, customer tone, customer sentiment, and so on.
Along with providing customer information, the speech analytics software also helps organizations in assessing agent performance. This technology is commonly used by firms dealing with customer support and service.
How Do Speech Analytics Work?
Speech analytics is a series of processes that analyze call recordings and provide valuable information about customers as well as agents. The method starts with extracting conversation from the system. Then, metadata from the recording, such as the agent who handled the call, client details, the customer issue, date and time, and so on, are segregated.
Later, the call recording is converted to text or transcript, and audio signals such as agitation and silence are removed from the transcript to create a consistent structure. Finally, the speech analytics software analyzes the data and delivers rich insights such as the most frequently used keywords or key phrases, customer tone and sentiments, and more.
This is a brief overview of how voice analytics software works. However, keep in mind that each speech analytics software has its own process flow and set of functions.
How CallHippo Can Help To Your Contact Center?
Evaluate 100% calls & interactions
CallHippo Speech Analytics ensures 100% call coverage to surface the most important interactions that need coaching attention, like customer objections, competitor comparisons, compliance gaps, script deviations and so on. No call goes “unheard” with CallHippo Speech Analytics.
Evaluate more in lesser time
Evaluate a 30 mins call in just few mins. Scan through the critical call moments, listen to them with a single click & record feedback then and there. Your quality analysts can focus more on coaching impact than on randomly flipping through the calls.
Coach your reps better
CallHippo Speech Analytics automatically filters out the calls that your coaching team should listen to, thus resulting in faster & to the point feedback. You can also run comparative analysis to ensure your agents are on the path to improvement.
Onboard new agents faster
Make your new agents learn from the best of your calls with CallHippo Speech Analytics. They can also listen to their own calls to understand their gaps, without the active involvement of a trainer.