7 ways speech analytics can improve employee experience in the contact centre - Valur Svansson - ContactCenterWorld.com Blog
After years of obsessing about customer experience, business leaders are finally recognising the importance of the employee experience; a world-class customer experience is hard to deliver if employees are unhappy, untrained or underappreciated.
Focusing on the employee experience often highlights issues that, if left unresolved, will have a detrimental effect on the customer experience. These need to be resolved quickly and efficiently, with minimal disruption to both the employee and customer. Introducing new and automated technology, such as voice recognition software and speech analytics, into the contact centre to assist agents in their customer service delivery, is a great step forward in improving the employee experience on all fronts.
Speech analytics is a valuable tool. The technology is capable of unearthing useful information that might not have been spotted without it. For example, thousands of hours of call recordings can be analysed in seconds, with metrics such as phrases, anomalies and top-performing agents identified instantly.
In particular, speech analytics can help improve the employee experience in seven key ways:
1.To reduce stress on agents. By using speech analytics to optimise communications – tracking key words and phrases, attributing calls correctly – customer journeys and contact channels will become more efficient. This contributes to happier customers, which in turn reduces the pressure on agents as they will have more time to focus on the important parts of the call.
2.To improve job satisfaction. If calls are better routed, agents will have more time to focus on the customer and their needs. They will be able to take the time to speak with the customer, and do what they are trained to do – solving problems rather than fielding enquiries. Customers will feel like there are being heard and agents will feel appreciated, encouraging them to continue delivering high quality service.
3.To save agents’ time. Many contact centres experience the same challenge with call dispositioning: agents rush to quickly assign a disposition code, and many calls are not correctly attributed. Another common issue is calls being attributed to an ‘other’ category – and effectively not categorised at all. This means that reviews of calls and outcomes are based on incorrect data.
With speech analytics, calls can be automatically assigned to the most appropriate disposition code. This saves agent time and also improves the relevance of reporting.
4.To highlight strong performers. Before speech analytics, most contact centre agents were appraised on the basis of a random sampling of calls, which were then reviewed by the line manager, or another individual. This means that the agent’s performance may be judged harshly (or favourably) on the basis of an unlucky sampling – or a reviewer in a bad mood. There are also issues with different standards applied by different supervisors and line managers.
With speech analytics, all calls can be scored according to fixed rules applied by software. Instead of judging an agent’s performance on their worst day, a complete view of their performance over time can be seen, and any trends identified. This removes bias from the process and ensures a fair appraisal for all agents. Agents are more likely to feel positive about the appraisal process and satisfied with outcomes.
5.To coach colleagues more effectively. Speech analytics gives a clear view of an agent’s performance. This means that coaching and training can be more accurately tied to their genuine needs. Agents also want to learn. With speech analytics, the learning priorities for every agent will be brought to light. which in turn makes for happier and more productive agents – and a better return on investment in training.
6.To enhance the recruitment processes. Dealing with customers is a tough job, and some people just don’t enjoy spending lots of time on the phone. A common problem for contact centres is that people don’t know they hate contact centre work until they get started. By that time, they’ve consumed hundreds or thousands of pounds of onboarding training and other resources. Speech analytics provides a bias-free way to evaluate new candidates and test them with realistic simulations of actual calls.
7.To improve employee retention. Keeping hold of good agents isn’t just good for the bottom line; happier employees are more likely to be loyal to their employer and stay within their job. It’s also a good way to improve corporate culture and reduce any disruption on other colleagues, which also improves their experience of work.
Whilst in the past the focus has been on customer experience, there are many other aspects to a contact centre that make it tick. The employees are one of the most crucial, especially in delivering that all-important world-class customer experience. Helping employees with technology such as speech analytics that makes their job easier and more satisfying, will not only ensure that they can deliver on the customer front, but will also make for an overall improvement in the working environment and office culture.
Publish Date: May 14, 2019 2:43 PM