4 Reasons You Need Speech Analytics In Your Call Center
No long introductions here because we know you’re busy. Here are the four reasons your call center should be looking into speech analytics.
1. It Delivers Data
Every call that comes in is a valuable source of data. Call centers have long understood this and try to mine the elements from each conversation deemed most relevant to company performance and customer service. Speech analytics allows this analysis to go deeper than ever before. Managers will gain more insight into the effectiveness of agent scripts, by the reactions customers provide with their words and the emotional nuances that sometimes suggest more than what they’re actually saying.
2. It Saves Money
Technology upgrade investments don’t get any smarter than this one. By at least one estimate, call center speech analytics achieves ROI in as little as three months. After that, it just keeps delivering data that offers insight into new product creation, product promotion and positive branding, while also boosting customer loyalty.
3. It Improves Customer Service
More information available to your agents means a stronger likelihood of first call resolution and a satisfied customer. When callers don’t have to call back, that lowers the volume for everyone, which at peak times can cause a significant improvement in how quickly other calls can be taken and resolved.
4. It Boosts Profits
Cross selling and upselling are opportunities too often missed in the course of a call center shift. Perhaps your agents have a standard offer that closes specific kinds of calls, but what type of response does it receive? With speech analytics, those rates can be reviewed, and customer responses can be analyzed to achieve greater results. Perhaps some upsells work better with older customers, or with males. Others are perfect for first-time buyers. Now you can customize upsells and cross-sells based on each customer’s response.
At Monet, our speech analytics and desktop analytics are incorporated into our WFO Live solution to help maximize agent productivity and performance. For basic call centers or contact centers that offer omnichannel interactions between agents and customers, this powerful alliance of WFO and analytics can better meet your customer needs, help you to better utilize your resources, and improve service levels.
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