The use of call recording in Call Centers has become generalized a few years ago in order to monitor randomly the calls to evaluate the quality of the service provided to customers. But this call monitoring required a great effort, both financially and personally, on the part of the Call Center supervisors. Today, thanks to the development of Artificial Intelligence technologies such as Speech Analytics, Call Centers can monitor incoming calls automatically and much more efficiently, achieving greater potential and optimization of operations.
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But, although Speech Analytics is one of the major trends in the Call Center industry for quality control, today this intelligent speech analysis tool is not only applied for this reason, but also influences other business areas and functionalities, such as customer experience, training of employees or the adaptation of sales tactics or marketing plans, among others. In addition, tools for analysis based on Artificial Intelligence have been evolving, with the emergence of others such as Sentiment Analysis or Biometric Identification which, used individually or together, bring many more benefits to Call Centers.
But what is Speech Analytics for the Call Center and what benefits does Artificial Intelligence bring?
What is Speech Analytics for Call Centers?
Speech Analytics is a tool, powered by Artificial Intelligence, that automates the process of listening and analyzing conversations with Call Center customers. Speech Analytics extracts, analyzes, and processes information from customer interactions that, without this technology, would be impossible to perform manually.
Once the information from customer interactions has been extracted, Speech Analytics allows Call Center supervisors to make decisions based on real data and knowledge, improve agent and process performance, innovate in products or services, understand what is happening at any given moment with customers or make predictions of how potential problems may affect the company, among other things.
What are the benefits of Speech Analytics for Call Centers?
Agent training
With all the information extracted from Speech Analytics, supervisors can train their agents and identify best practices and sales techniques. In addition, these calls can serve as examples for agents, newly hired or not, helping them to develop scripts to be more successful in their future calls.
Sales and marketing campaign management
Thanks to Speech Analytics you can automatically detect which sales techniques are successful and which are unsuccessful and why, as well as identify keywords and themes to improve and optimize the entire sales process and sales pitch. In addition, with all this key information Call Centers will be able to adapt their marketing campaigns to the demands and needs of customers to achieve greater sales and results.
Quality Control
With Speech Analytics, Call Center supervisors will be able to establish specific keywords that will help them to identify risks, inefficiencies and obtain information with the objective of reducing costs and making processes more fluid and efficient. Speech Analytics helps you to automate the process of early detection of bad work practices, allowing you to quickly reverse them and control the quality of processes and customer service.
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Product optimization
In the same way that the information extracted from Speech Analytics helps Call Centers to identify the best sales pitches, it will also help them to listen to customers, detect the most recurring concerns and potential problems with products or services and introduce innovations to enrich and improve them.
Customer experience
One of the most common reasons for Call Centers to implement Speech Analytics is to improve the customer experience. This technology analyzes audio data to help them to understand customer needs and expectations, identify certain behavioral patterns and predict trends that can improve service quality.
Speech Analytics for Call Centers and other AI technologies that benefit them
Some more advanced Speech Analytics software, such as Recordia, not only allows to analyze the text but also the customers’ feelings (Sentiment Analysis). After defining and tagging calls with the associated sentiments using keywords or phrases, Sentiment Analysis can analyze, through Artificial Intelligence and Machine Learning, the user’s behavior during calls, defining the emotions of the people who are speaking.
The use of Speech and Sentiment Analytics combined with other new technologies based on Artificial Intelligence, such as Voice Biometric Identification, facilitates the work of Call Centers, making them more efficient and effective. In the case of Voice Biometric Identification, it is useful for sectors, such as finance or healthcare, where identification processes are lengthy and worsen the customer experience by asking numerous security questions because they deal with sensitive data. With Voice Biometric Identification, Call Centers of these highly regulated industries can securely and efficiently identify users, ensuring regulatory compliance and preventing fraud, especially the most common type of fraud known as identity theft.
If you want to learn more about our Speech Analytics solution and how it benefits Call Centers, click here.