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Reducing Customer Complaints with Speech Analytics - Sestek - ContactCenterWorld.com Blog

Reducing Customer Complaints with Speech Analytics

 

Customer satisfaction is the key factor behind the success of a business. The more satisfied a customer is, the higher the chances they become loyal customers. This means they will stay with your brand and spend more than others. Therefore, keeping customer satisfaction as high as possible is important for the sustainability of a business.

Improving customer satisfaction requires understanding customer expectations better. This is possible with continuous listening and monitoring. By doing so, businesses not only figure out what customers expect but also detect their pain points, which show up as complaints.

Call centers are the primary customer service points that handle customer complaints. Complaint management is a tough task for call center teams. Providing on-time feedback and reducing the number of complaints is important.

Speech Analytics offers an effective solution for complaint management. The technology analyzes 100% customer interactions and provides call center managers with insights into customer satisfaction, agent performance, and service quality.

The steps below can help call centers to reduce customer complaints and increase customer satisfaction with Speech Analytics:

  1. Detect the problem

With manual evaluation methods, only a small ratio of recorded calls can be evaluated. With such a limited evaluation, it is almost impossible to detect complaints. On the other hand, Speech Analytics analyzes 100% of the calls and allows supervisors to pinpoint the calls that include complaints.

  1. Find the root causes

Detection of the behaviors that cause customer complaints is the primary step. Speech Analytics allows call centers to take one step further by showing the real reasons for these complaints with root-cause analysis. This analysis lets managers compare dates, agents, agent groups, queries, and voice channels to identify and respond to common problems.

  1. Take action

Features like statistical comparison and automatic evaluation allow supervisors to generate in-depth reports about agent performance. They can transform evaluation results into agent feedback and training material to improve agent performance. So, they can guide agents through enhanced customer service.

Here is how one of our dear customer Credit Europe Bank Russia reduced customer complaints at its contact center by 35%

The Customer

As one of the leading financial services providers in Russia, Credit Europe Bank is featured in Forbes TOP 10 Banks in Russia List. The bank was searching for solutions to increase the efficiency of its customer service operations.

The Problem

CEB Russia was targeting to increase efficiency for its call center, collections, customer care, telemarketing activities. The bank needed to monitor and evaluate inbound/outbound customer calls to gain insights on how to increase call quality, agent performance, collections performance, sales revenue and to reduce customers` complaints executing preemptive actions. This required an automated quality management approach due to the vast amount of calls that cannot be fully evaluated with manual monitoring methods.

The Results After Speech Analytics

  • 35% decrease in customer complaints
  • 25% increase in customer satisfaction
  • 2X Increase in sales at mobile banking channel
 

Source: https://www.sestek.com/2020/08/reducing-customer-complaints-with-speech-analytics/

Publish Date: August 12, 2020 5:00 AM


2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390
 



View more from Sestek

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Transformation of Driving Experience: Tips for Implementing Conversational AI in Automotive IndustryMarch 9, 2021 5:00 AM
The Pillar of a Successful Conversational Journey: Speech RecognitionOctober 10, 2020 5:00 AM
Reducing Customer Complaints with Speech AnalyticsAugust 12, 2020 5:00 AM
Gartner Recognizes Sestek’s Speech-to-Text TechnologyMay 13, 2020 5:00 AM
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