An Introduction to Speech Analytics

Brian Keep, Ytel |  

Speech analytics is a great option for call center managers to fill in the gaps of exactly what's being said on the phone calls their agents take every day, in order to improve the customer experience and cut costs. We're highlighting the basics, benefits, and what speech analytics can do for your business. Read on for more! 

Speech Analytics - What It Can Do for Call Centers

Speech analytics is a great option for call center managers to fill in the gaps of exactly what's being said on the phone calls their agents take every day, in order to improve the customer experience and cut costs. We're highlighting the basics, benefits, and what speech analytics can do for your business. Read on for more! 

 

The Basics

Speech analytics is automated software that converts telephone conversations into structured and organized data that businesses can monitor and use to improve their call quality and customer experience, while also reducing costs. For call centers worldwide, speech analytics technology can do wonders for their bottom line. 

Using speech analytics is like having a team of analysts, monitoring every call; analyzing each sound, word, and question asked. Many solutions can also analyze the emotional character of the speech and the amount of silence in the conversation. Speech analytics work to understand what consumers really want and need, and are incredibly useful in connecting the dots of a business and its’ customers.


The Benefits

 
Customer service and experience
  • This software analyzes audio data, noting the emotion, stress, hesitation, even satisfaction in a customer's voice. It can also detect the reason for the call, what’s mentioned on the call (i.e. products, maintenance issues, etc.) Speech analytics will assist your agents in identifying the needs of a customer, their expectations, and will provide a clear path to meet them. 
Improve staff performance 
  • For call center managers, speech analytics support agent adherence through script tracking and monitoring calls to ensure that regularly requirements are met. The software can also provide a valuable tool for agent training, where managers can analyze the calls and show their agents particular situations and how they should be handling them.
 Cost Reduction
  • The operational changes and improvements that businesses experience after adopting speech analytics software reduce their costs astronomically. For example, call handling times, initial call resolution, customer satisfaction and increased compliance (reduced lawsuits/ complaints) just name a few.

What It Can Do For Your Business

As a call center manager, it’s part of your job to be on the lookout for new ways to drive down cost while remaining up to date on technology and keeping your agents on track. Speech analytics provides a simple solution for this piece of the puzzle. Speech analytics digs deep to find the root of the concerns of your customers, simply through the phone calls they make to your business. It's one solution that lets your customers be heard, and supports your business in providing the solution. 

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About The Author

Brian Keep, Ytel

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As the Chief Operating Officer, Brian works consistently with one finger on the pulse and an eye in the sky to ensure that everything technical at Ytel is running smoothly on a daily basis.


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