Speech analytics in the call center
Using a speech analytics software, you can improve the quality of your contact center, optimize the customer experience, reduce call duration and increase employee satisfaction.
calculate the ROI
Speech analytics in call and contact centers, or: How you don't miss anything anymore
Which elements of the conversation are agree upon between the client and a professional call center who is acting as a BPO (business process outsourcer)?
- Greeting formula
- Taboo words, e.g. naming competitors
- Phrases like "Is there anything else I can do for you?"
- Result of the communication
- Goodbye formula
Here, one Speech analysis in the call centre can achieve a lot if it takes place promptly and can be individualised.
On the basis of these requirements it becomes clear that the corresponding tools for a call center speech analysis must have special features as they are offered by voiXen for example.
Not to forget, with all the questions about what has been said, there is also the unsaid! A good call center agent avoids pauses in conversation, as they can unsettle the caller and give the feeling of incompetence. Speech analytics in a call center must therefore also recognize and document pauses in conversation - according to frequency and length. An alerting system ideally reports when an agent is silent too often or too long.
And who doesn't mind the exact opposite, i.e. when the conversation partners keep interrupting each other? Which voice analysis tool takes care of the so-called "in-word rate"?
Now it has become clear: In addition to linguistics, philosophy or psychology, there is another field of activity for language analysis. Call centers have their own requirements - meet them with the right tool Tool!
Continue reading here
The practical article - which is part of the ebook "Customer Service Automation" - supplies an overview of the various use cases of speech analytics. Attention: The ebook is in German.