Customers are the primary drivers of business growth. As an enterprise, you want to understand what they want and give it to them. There are many different methods to achieve this, but one you should consider is contact center voice analytics.
This technology can help you make better business decisions by collecting data from customer calls.
What Is Voice Analytics?
Contact center voice analytics is used to examine conversations during customer calls. Harnessing the power of artificial intelligence’s natural language processing and machine learning, it records the verbal discussion and transcribes it. In its text form, the data becomes easier to digest and
analyze.
An advanced voice analytics tool can identify emotions based on language, tone, pace, and pitch during the recorded interaction between the caller and the agent. As its speech recognition feature becomes more accurate, it delivers improved actionable insights users can leverage instead of interpreting gathered data themselves.
How Voice Analysis Benefits Call Centers
The use of voice analytics in contact centers is essential in many ways, including:
- Quality Monitoring: Team leaders can quickly see which ongoing calls are failing service level standards, allowing them to intervene in real-time and coach immediately. With provided post-call summaries, there’s no need to listen to recordings or sample calls for quality control.
- Script Optimization: Pinpoint the problematic areas of a spiel based on the analysis of numerous calls, so you can revise content material without testing every script and waiting long for feedback.
- Cost Management: Reduce costs per call when agents are better equipped to resolve issues faster and more confidently. They become more productive and less likely to leave, lowering training expenses for new hires.
- Compliance: Ensure that your agents strictly abide by regulatory requirements regarding proper disclosures, such as stating the reason for the call. Since voice analytics can check every call, it minimizes the risks and costs of non-compliance.
Where to Use Contact Center Voice Analytics
Knowing that your call or contact center utilizes voice analytics software is beneficial to your business as it can yield a treasure trove of information. Below are the best use cases for invaluable insights gleaned from it.
- Offer Better Customer Experience: By converting thousands of calls into text data, you do not have to sift through the chatter to find cues of dissatisfied or unhappy customers. Improve interactions at every point to reduce customer churn.
- Improve Marketing Initiatives: With voice analytics’ accurate speech-to-text transcriptions, you can track keywords and topics frequently mentioned during customer calls. Discover sentiments, opinions, and feedback directly from your customers so you can adjust marketing campaigns for better impact.
- Gain Insights for Product Development: Have the edge over your competitors by uncovering intelligence about them from your customers. Since they make buying decisions, you can use their inputs to develop new products or services they will actually purchase.
In today’s business landscape, data-driven decisions are the key to long-term growth and being ahead of the competition. Working with a contact center with voice analytics is a nudge in the right direction.