Johannesburg, 14 Jul 2021
Speech analytics is widely defined as the process of analysing recorded calls to improve communication and future interaction. One of the primary objectives of a contact centre is to improve customer satisfaction and customer experience. Within this context, we find that speech analytics is being used to improve customer service strategies by analysing the essential metrics found within recorded speech. The world is rapidly moving towards analytics, AI and other data tools, which are becoming more advanced but adding value to the core business of contact centres.
Uses
The basic science behind speech analytics is to detect a particular pattern in a customer’s voice that can determine the emotions and stress of the speaker. How does this information help an organisation? A very common use case of speech analytics is that it allows you to determine the moment changes in voice patterns occur when a sale is closed or when a client has lost interest. Having such powerful information can help an organisation change their sales pitch or offer their agents more training.
Some speech analytics results are widely used by call centre team leads to encourage healthy competition between agents. Some use it as part of commission calculations and KPI activities. It is very important to inform the people involved, why and how the speech analytics solution is being used. Agents, supervisors and managers need to engage accordingly to improve the customer’s experience and reduce operating costs.
Costs and ease of use
This may sound like an expensive exercise, but with the ever-evolving nature of technology, speech analytics have now become affordable for any contact centre in South Africa and anywhere in the world. It’s also not a complicated process to gather basic findings from speech analytics. Most of these processes are automated as long as the organisation creates appropriate searches using key words/phrases or just manually run the application to see what it captures. The work is in determining what the keywords are, and rest is left to the system.
Benefits
Contact centres that implement speech analytics experience significant measurable successes. Apart from this, it is also notable that most of the benefits have cost-saving, revenue generation, efficiency improvement and compliance characteristics.
By have access to speech analytics software, contact centre managers will be able to see which agents are following or failing to comply with internal and external regulations. In this era of multiple regulations that govern contact centres, it is crucial to ensure your agents are doing the right thing.
Speech analytics provides the organisation with powerful insights and strong guidelines for the development and implementation of refined, revenue-orientated customer engagement strategies and practices. This in turn increases the revenue generated by that contact centre.
Improvement in operating performance is also realised as a result of reduced average handle time, first call resolution and customer churn, etc. Implementing an analytics system can assist with remobilising operations through an emphasis on improved performance.
The conversations that take place between your customers and agents hold a lot of valuable information and can be converted in profit generating tools. At ScopServ Integrated Services, we offer speech analytics software that is proudly South African, secure and cloud-based. The languages most used in South Africa are supported by our solution (English, Afrikaans, Zulu and Sotho). We boast that our software is POPI, GDPR and ISO compliant, giving your customers peace of mind.
Wikipedia – Speech Analytics Definition
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