It’s a given that Speech Analytics has good buzz, but let’s step back a second before we assume everyone understands what Speech can do for you.
Different people interpret Speech technologies in different ways. Speech is being used in more and more diverse applications every day.
For purposes of this post, we’re speaking of Speech Analytics for the call center, where recorded calls are indexed by a speech engine and then made available for search and reporting.
Here are eight ways Speech Analytics can impact your quality process, in no particular order:
* Improve agent script adherence: Modify imperfect agent processes by quickly finding instances where agents have used slang (“Umm”, “Err”, “Yo”, etc.)
* Flag important calls for evaluation: Highlight calls where customers have mentioned a competitor’s name.
* Fine tune your training programs: Identify trends in the types of calls your center is receiving: are they sales calls or support calls? Allocate your training resources appropriately.
* Increase First Call Resolution (FCR): Find out which callers have called in about the same issue more than once.
* Reduce Average Handle Time (AHT): Discover process improvements as Speech Analytics reveals new insights into how agents respond to common questions. Some agents may be making the same mistakes over and over again. A simple speech search on the response will show exactly how many times it was used.
* Identify trends in customer displeasure: By grouping together keyword phrases which may indicate displeasure (“I’m not happy”, “not working”, “your service sucks”) and instantly see how many calls match this category.
* Ensure compliance: Create a search using agent-trained trigger phrases such as “credit card number” or “social security number” to identify calls where sensitive data may be spoken and recorded. This has direct impact for Payment Card Industry (PCI) compliance in particular. Someone tasked with removing these types of media or the specific data in question will appreciate a view where they can just see a list of calls which match this particular query.
* Fine tune your marketing campaigns: By creating search categories using your product names, brand names, ad slogans, and other keyword phrases, you can analyze emerging call trends on what’s hot and what’s not among all of your campaigns.