Speech Analytics
To date, call centre managers have had two main sources of information to guide them in making improvements. Volume reports from the core infrastructure systems such traffic routing, CRM contact outcomes and small, sampled analyses of agent performance from manual quality monitoring. The former provides understanding into the volume of activity while the latter provides a snapshot into the content of that activity, the customer conversations themselves.
This has resulted in an imbalance: strong quantitative insight without in depth appreciation as to what customers are calling about and where to direct improvements for greater operational effectiveness and customer experience.
This is because the cost and inherent inefficiency of using manual intervention via quality monitoring in order to sample customer issues has restricted whatever insight can be gained to insignificant sample sizes: on average 0.03% or less of the full volume of customer traffic.
As anyone with a smattering of statistical theory will confirm, this is well below the required level to make accurate extrapolations on customer trends. Therefore the call centre has had to fly blind in terms of accurate, near real time feedback on what concerns customers.
Automated indexing and mining into the archive of call recording provides the missing link. Speech analytics can handle 100% of the customer traffic. It can generate a broad spectrum of reporting insight from the following range of standard information it can draw upon:
- Any selected combination of individual words or phrases used during a conversation
- The duration of a customer conversation
- The identity of the agent who received the call
- The identity of the customer (via ID&V or some form of CTI enablement)
This enables powerful root cause analysis of key call types that can reveal opportunities to remodel internal workflows and processes, reduce operating costs, unearth agent best practice, review non competitive aspects of product, price and service, learn about unmet customer needs or simply fix key customer irritants.
Given the fact that the call centre can then monetise these issues by using a pre calculated full loaded 'per minute' cost of a call, business cases are readily generated with the necessary analysis to back them up.
This becomes a transformational opportunity for every call centre to optimise its performance in a systematic and verifiable way. It also opens the doors for the call centre to improve its internal status within the organisation since it can now play a central role in providing the necessary intelligence for other customer facing teams to learn rapidly about customer needs and reactions to corporate initiatives.
Speech analytics helps find the needle in the haystack.
See alternative technical needs description
Datapoint provides the following technologies and services for Speech Analytics.