Understanding why customers call and continue to call is actionable intelligence. It identifies the reasons behind behavior, and enables managers to take action that improve first-time call resolution. The same principle applies to customer attrition. Actionable steps can anticipate the causes of customer abandonment and provide them with valid reasons to return. Call center speech analytics is a valuable tool that for boosting customer satisfaction rates and improving the contribution to the organization’s success. The top five benefits of speech analytics include:
- Improving the consumer experience. Enhancing the consumer experience is a primary reason companies use call center speech analytics. Speech analytics software mines and analyzes audio data to detect elements such as stress and emotion in a customer’s voice. It also helps determine the purpose of the call, the products discussed, and more. Users can identify the needs, wants, and expectations quickly and work with the customer to satisfy them.
- Reducing operating expenses and increasing profitability. Speech analytics pays for itself in as little as three to six months by reducing call center costs and detecting cost savings. The technique circumvents extra expenses while generating incremental income. However, it requires a significant investment in resources and time up front to calibrate a speech analytics application successfully for a particular site.
- Monitoring and coaching call center agents to increase service quality. Call center speech analytics software enables managers to monitor agents and customers simultaneously to ensure that the agents adhere to scripts and meet regulatory requirements. Speech analytics technology is also valuable for helping agents improve call resolutions and reduce call volume. Operational and performance issues can be addressed and handled, resulting in overall enhanced service quality.
- Decreasing customer attrition. Many businesses notice a decline in customer attrition rates after implementing speech analytics. It can help companies identify the reasons customers leave, providing opportunities to make the changes necessary to ensure customers return. For instance, enhanced service quality results in improved customer satisfaction and experiences, giving consumers less reasons to leave.
- Identifying up- and cross-sell opportunities to boost revenue. Sales organizations can also benefit from speech analytics technology through the identification of up- and cross-sell opportunities, resulting in increased sales conversation rates. Sales managers can also analyze the data to determine the impact of a particular up- or cross-sell on a customer’s level of satisfaction, and identify offer response rates across various customer demographics. Real-time speech analytics applications can create personalized up- and cross-sell opportunities to satisfy a consumer’s distinct requirements. They can also track the effectiveness of marketing campaigns.
Call center speech analytics drive quality monitoring and provide a unique perspective of the effectiveness of internal processes. It is a valuable technique to produce key performance indicators for comparing how different agents deal with various call types, allowing managers to focus their coaching efforts on real-time insight. The result is increased productivity and alignment of skill sets to consumer needs. Overall, call center speech analytics enable businesses to manage marketing campaign planning and deployment with extensive customer insight to enhance the effectiveness of their bottom line.
This blog was first published on LinkedIn.
