Speech Analysis: The Future of QA Monitoring - PlayVox - ContactCenterWorld.com Blog
QA monitoring is a vital part of running a Grade A call center. But, let's be real. The high volume of phone calls that need to be reviewed and analyzed manually turns QA into an exhaustive and time-consuming chore. Extracting essential information to improve processes can take time and result in delayed implementation.
As with many manual jobs, automated solutions are starting to appear for QA analysis and monitoring. Finally! Thanks to speech analysis penetrating the call center domain, data insights are more in-depth, accurate and delivered faster than ever.
Below we'll discuss the benefits of using speech analysis for quality monitoring and how it can improve your call center operations.
A quicker analysis
Not to state the obvious, but speech analysis would save hours and hours of time spent listening to agent calls and making sure they adhere to compliance standards.
Not only could this work be done faster but every call could be monitored instead of the random call picked out of every 10. Speech analysis for QA monitoring allows a more accurate data collection and provides more information and in-depth review.
Speech analysis could be set up to recognize certain words, analyze the tone of voice and pitch of the speakers to provide the exact same information a QA analyst would have recorded...and more. Not only that, but it could assess live calls and trigger action alerts for supervisors and team leaders to take action if necessary.
Let's say confidential information was shared or inappropriate language was used. The situation could be rectified instantaneously and wouldn't have to wait days, weeks, or even months.
As a result of a quicker review, speech analysis for QA monitoring would bring improved and accurate feedback. As more data and information is collected, managers would be equipped with all the necessary tools to help agents improve their performance and deliver outstanding customer service.
Managers are able to provide feedback using cold, hard data instead of a potentially objective human score card.
Word to paper
Traditionally, a QA analyst or QA manager would listen to a randomly chosen call, tick a few boxes, jot down notes regarding the quality of the call and move onto the next randomly chosen call.
With speech analysis, every call can be taken one step further, extracting every single piece of information by converting the audio to text. This would serve not only as a written track of every call, but as an easier way to pick up on trends and spot patterns which can be used to improve customer service.
**See how to turn data from your scorecard metrics to gold**
You would think that a person could more easily pick up on emotions than a machine. Yet, humans can only interpret through a biased lens, inevitably making grading calls a subjective matter.
Technology removes bias as it is programmed to pick up on the tone and pitch of a voice and determine the emotion of the speakers without second-guessing.
That said, speech analysis for QA monitoring can recognize whether a customer is hesitating when they are about to become angry if they are pleased with the service, and even go as far as determining their age and gender. By picking up this type of information, contact centers will be able to adjust their strategy based on customer and agent interactions and the demographics of their clientele in a blink. No more having to wait around months to receive the results of the QA analysis.
Removes the awkwardness associated with QA.
In many call centers, quality monitoring is often seen as a top-down activity. Instead of employees viewing QA as a way to improve their performance and increase customer satisfaction, it is seen as a micro-managing activity.
As a result, there is a lack of free-flowing information and everything related to QA is uncomfortable and not well-received by staff. By removing humans from the equation and replacing them with technology, the awkwardness diminishes as it becomes a more formal and standardized process.
**Is quality assurance seen as a top-down or integral part of your contact center?**
Like many sectors across the scope, call centers inevitably increase its use of technological platforms to lower costs and human error. As technology and systems improve and become a more accurate with each passing day, they are able to bring us deeper and faster insights than would traditional methods. This helps us save sales we would have potentially lost and close sales we otherwise would have not made.
Fear not, as there will always be a need for a human workforce. As social beings, we crave and prefer human interaction in many contexts, customer service being one of them.
And although machines are not quite yet ready to take over the contact center world, speech analysis is a step forward to bringing us more cost-effective and innovative customer support solutions down the road.
Publish Date: August 26, 2016 5:00 AM
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