If you want to improve the efficiency of your call center, one of the most effective ways to do so is by introducing speech analytics solutions. Speech analytics offers your business a unique look into what keeps production numbers low. Such technology can streamline your employee-customer interactions in a variety of ways.
For instance, speech analytics can take the raw audio input of a client’s voice and glean from it certain keywords that the system then enters into a database. It can then project relevant information on your employees’ screen without requiring them to search for it. Additionally, it can prompt your employee with pertinent information for regarding specific, limited time sales, or even provide them advice in the form of customer retention techniques. One of the most useful things about speech analytics is that it often integrates easily and productively with the systems companies already have on premises such as call recording software, or vendors who supply such services.
If this all seems a bit abstract, consider the following scenario: a supervisor is training twenty new employees. He or she cannot possibly expect to provide constructive feedback for all twenty of them, simultaneously. At best, he or she can listen at random to one or two conversations and hope that they can improvise some manner of constructive criticism to give.
Instead imagine the same supervisor, equipped with a speech analytics and call recording software-enabled system. Instead of fumbling around blindly, trying to troubleshoot difficulties as he or she happens to find them, they can instead wait until the end of the evening, retrieve from the database every instance in which any of the trainees used certain tagged phrases. In turn, the supervisor can send one message saying something along the lines of this: “Dear employees, I noticed a common trend tonight among many of you to say X in a given circumstance. While I understand why this makes sense, perhaps instead you might want to try saying Y next time, in that situation, and see if that can improve the outcome of the call.
These types of short hints, or suggestions, introduced sporadically and only when necessary, seem to exhibit a more productive effect on trainee productivity than trapping them for long blocks of time in classroom settings without hands-on work.
But the fun doesn’t stop there. Once the supervisor identifies a group of individuals prone to making a certain type of error, they can then turn around and monitor the positive effect the advice makes on the given employees. If it proves unproductive, then perhaps it is time to try a different strategy.