Recording customer conversations has value way beyond its role in regulatory compliance. It is a live source of insight into customer experience and agent capability.
Prior to Speech Analytics, the business and call centre managers had two main sources of information to guide them in making improvements.
Volume reports from the core infrastructure systems such traffic routing and CRM contact outcomes or small-sample analysis of agent performance by actively listening-in on calls. The former provides understanding into the volume of activity and the latter a snapshot into the content of that activity - the customer conversations themselves.
Neither provides true insight into how your customers are relating to your business and what concerns them.
Datapoint Speech Analytics Contact Intelligence solutions change all that by analysing 100% of the call content.
Words and phrases used during a conversation can be viewed against the duration and time of calls and the identity of the agent who received the call. This enables powerful root cause analysis of key call types that can reveal opportunities to remodel internal workflows and processes, review non competitive aspects of product, price and service, learn about unmet customer needs or simply fix key customer irritants.
CONTACT INTELLIGENCE