Author: Tanika Marais, TPR manager, Connex One
The revolution of quality management for contact centres is driven by speech analytics. The ability to review all calls against a defined set of employee skills, allows managers to produce unbiased and actionable information that can be combined with incentives for quality performance.
Using speech analytics can help to determine areas for improvement, utilising tools such as positive/negative Sentiment analysis – which can easily understand trends in customer conversations to ascertain customer satisfaction.
In a recent poll conducted by the Connex One Linkedin Audience, less than 40% of customers said they would provide feedback on a regular basis via a service when prompted to do so.
With a large portion of customers unwilling to provide feedback manually, customer engagement teams are now turning to AI to monitor their customer feedback with real time analysis.
Speech analytics software detects certain trends based on programmed keywords and phrases as well as variations in pitch, silences and emotions.
This information is extremely valuable for companies who can now get a complete overview of what the customer thinks of your product, without relying on customers to complete timely surveys, that often produce inaccurate results.
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Quality transcription converts into quantifiable data.
Having the capability of call transcription in your contact centre can help agents reference past conversations, and easily pick up with a customer wherever the last conversation ended.
When conversations are in a written form, it’s much easier to scan for certain keywords or phrases, as well as when you need to reference particular information that was mentioned in the conversation.
Transcriptions have proven to be highly effective for training purposes. It’s a great way to showcase good agent behaviour as well as highlighting mistakes to avoid.
Agents can also choose to listen to review the script and identify possible areas for improvement.
AI can improve understanding complex data by going beyond just comprehending trending topics. Speech analytics can provide acoustic analytics that helps to detect silent time, over talk and vocal emotion.
This type of information can equip managers to understand what type of topics are driving the negative or positive customer impact, and can thus help agents to solve customer frustration to improve customer experience.
The ability to instantly evaluate calls without going through a lengthy manual process of quality assurance listening to calls free up hours of valuable time that managers can utilize to spend on coaching for excellence.
In addition, with automated quality assurance, you gain instant insight into how your customers feel about your business with IVR surveys. Agents now have the power to view their dashboards, allowing them to self-coach and improve areas of poor performance.
Utilising the function of setting which keywords and phrases to watch out for can increase opportunities to up-sell by targeting how and when keywords are used.
By analysing the call data for discussions related to products, services, price, quality, location and much more, you can learn from your customers to identify what they want, and recognise potential up-sell and cross-sell opportunities, creating more sales.
This can also be a way of incentivising agents and measuring effort and attempts alongside success rate. For example, a Travel Agency incentivising the agents to sell upgrades on hotel rooms, can tag and measure "Junior Suite" as a key phrase and begin to establish a pattern with what goes into a successful sale of the upgrade.
About Connex One:
We develop our own cloud-based customer engagement software that combines voice, SMS, email and live web chat into one seamless platform with integration to almost every web based application.
Published: Wednesday, September 29, 2021
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Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
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NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
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InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)