If you are evaluating to incorporate Speech Analytics technology into your company, although it seems obvious, the first thing you need to understand is what Speech Analytics is and how it works. Speech Analytics has been the Call Center tool with the biggest and fastest growth in the last years and your company could benefit from it.
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What is Recordia Speech Analytics?
To easily understand what Recordia Speech Analytics is, we can define it as a technological tool, powered by Artificial Intelligence, that automates the process of listening and analyzing conversations with customers. Known as an enterprise software solution, Recordia Speech Analytics extracts, analyzes and processes information from customer interactions that, without this technology, would be manually impossible to perform, losing all the potential that all this unstructured information has within. Although Speech Analytics was originally designed to identify and analyze only the words or phrases spoken, the most modern Speech Analytics solutions such as Recordia’s are also capable of analyzing the emotional character of the conversation (Sentiment Analysis), the silence and overlaps that occur in it.
How does it work?
The operation of Recordia Speech Analytics is divided into several stages in order to process conversations and finally obtain information of strategic value for companies.
The first step is to have a call and interaction recording solution, such as Recordia Call Recording, in order to capture conversations and save them for future processing. This process takes the unstructured data found in those conversations and turns it into structured data that can be searched and analyzed, including associated metadata such as the people on the call or the day and time when the interaction occurred. Once the audios of the conversations and their organized metadata (structured data) have been obtained, the next step is to process them through speech recognition by converting the sound of the words into text.
Finally, Recordia Speech Analytics technology automatically analyzes the interactions through language patterns, categorizing or tagging the interactions that contain certain important characteristics for the business. Recordia surfaces hidden information, beyond surveys and reviews, to help you understand what is happening in your business based on the keywords and aspects you seek to uncover about your business operations.
Once all this hidden and interesting information is obtained from the interactions, you can perform specific searches for the analysis of categories and criteria, visualize data or configure the automatic analysis of topics of interest.
What are the benefits of Recordia Speech Analytics?
Improve service and product quality
Companies today have many more options to address customer issues in a timely and, in some cases, proactive manner. Recordia Speech Analytics recognizes not only that a customer is complaining, but specifically what they are complaining about. For large companies with multiple product or service offerings, this is critical because it can enable personalized offerings that are carefully tailored to customers’ situations. When that happens, customers feel they are heard and understood, and that is one of the best ways to increase brand loyalty.
Coach and train employees
As we say, today’s companies have many more options that allow them to proactively address complaints. Addressing them and detecting common queries will be really useful for the quality training of, for example, call center agents to equip them with resources that will help them deal better with customers and reduce their team’s stress levels when facing with uncomfortable situations or possible problems arising in customer services processes. Thanks to the detection of key words or insights and bad practices in your customer service processes with Recordia Speech Analytics, you will provide your employees with the training they need to ensure high quality standards.
Boosting customer acquisition and retention
Attracting and retaining customers is vital to grow your business but losing them can happen quickly and it is therefore imperative that companies use Speech Analytics technologies to detect when this is likely to happen. For example, some insurance companies are using Speech Analytics to detect when customer interest is waning during sales calls. The goal is to enable salespeople from the insurance industry to quickly detect any warning signs and respond appropriately, increasing sales rates and improving customer service.
Improve marketing and sales campaigns
Thanks to Recordia Speech Analytics, your company will be able to discover what attracts your customers and what they miss in order to create campaigns to capture qualified leads and prospects. It is essential for companies to know their customers’ tastes and needs in order to adapt marketing campaigns to what really matters. On the other hand, Recordia Speech Analytics helps, thanks to the hidden information obtained from the indexing of 100% of the interactions, to detect the sales tactics that work best to close deals or cross-sell, and how to better focus your value proposition.
Want to learn more about Recordia Speech Analytics? You can find more information here.