Speech analytics can identify top performers and provide supervisors with real-life, best practice examples to help lower-performing agents improve.
Understanding where inefficiencies occur in employee performance helps organizations improve productivity and reduce operating costs.
A process to evaluate and improve the performance of the call center representatives is known as Speech Analytics (SA). You can also get to know more about speech analytics by visiting callcriteria.com/speech-analytics-and-voice-analytics-the-truth/.
Image Source: Google
The process of speech analytics records the voice of the customer, analyzes the recorded calls between the representatives and the customers and tries to bring out important information.
Integration of speech analytics into a business can be very helpful if applied thoroughly. Some of the benefits that SA can provide to businesses are as follows:
Better customer relations: as mentioned, the implementation of automated speech analytics into the quality management and quality assurance areas of an enterprise helps in improving customer relations.
Better customer relations mean increased customer retention, thereby bringing overall growth of the business.
Keyword spotting: call recordings are analyzed to identify certain keywords and phrases which can prove to be critical for a business. The automated speech analytics make use of phonetics-based engines that can wean out this information.
Real-time results: the phonetics-based engine is helpful in delivering accurate and real-time results for keywords and phrases. The process can adjust to the words said in slang or foreign language.
Silence detection: the process can detect abnormal holds or pauses in a conversation, enabling the supervisors to detect areas that have workflow issues and need improvement.