Do You Really Need Speech Analytics? - Monet Software - ContactCenterWorld.com Blog
This is the question now facing hundreds of companies that interact with customers through a contact center.
Sure, we may be biased because we offer speech analytics. But we’ve also seen the results call centers have achieved once it has been implemented. In a business where data is critical, this is data that delivers more insight into your customers’ wants, needs and preferences than anything on a spreadsheet.
But isn’t everything moving online now? Some of the more basic customer issues are certainly being settled via email or other channels now. But when people really want answers, or have something they need to tell a company, they still want someone from that company to listen – and they are still going to pick up the phone.
So do you really need speech analytics?
Only If You Want More Sales
Speech analytics can help identify which sales pitches are generating the best return, and which words or phrases are having the greatest impact on callers. It can also identify which methods are doing more harm than good, and target up-sell strategies and efforts that are generating the desired results.
Only If You Want Happier Customers
Why are unhappy callers calling? Is it a product failure or a service issue? Was there a billing problem, or did they have trouble getting the information they need to make a buying decision? Speech analytics finds the common threads in thousands of calls. Management can then respond with targeted improvement initiatives based on this intelligence.
Only If You Want A Better First Call Resolution Rate
With first call resolution (FCR), speech analytics delivers insight into why repeat calls are necessary, by getting to the root of their occurrence. It identifies instances of repeat calls that might not be detected through other means, such as when a customer calls again days or even weeks later on a different matter. When such instances are catalogued, a call center can work on ways to resolve both issues on one call – perhaps even before the caller is aware of the problem.
Only If You Want More Effective Agents
Call recording and monitoring identifies issues with agents, but speech analytics takes this process one step further, highlighting specific performance components and call content that makes evaluation much more comprehensive. Through such repeated, methodical analysis, managers will know how to adjust scripts and how agents should deliver their content, in ways that will boost customer satisfaction and loyalty.
With speech analytics, call centers can improve the quality of customer service and satisfaction, boost customer loyalty and retention, and reduce time spent on repeat calls and issues related to other KPIs, all while also lowering call center costs.
Publish Date: July 18, 2017 5:00 AM
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