In the call center environment, every action is meant to promote the ultimate customer experience, as it is often the only competitive advantage the company has in the market. To that end, any call center solution that promotes the capture and analysis of customer data is valuable. It not only provides important information on how the call center can better serve the customer, it also offers opportunities to improve products, upsell new solutions and more.
A recent Enterprise Apps Today report highlighted the use of newer technologies to capture information. According to DMG Consulting, the use of speech analytics technologies to capture information has increased exponentially in this space. The value of the organization grows considerably when information stored within customer interactions is organized and analyzed.
That information isn’t just pertinent to the call center for the next interaction with the customer – it can be shared across multiple departments, allowing the organization to capture the voice of the customer – a voice with keen insight on how the company can generate additional revenue. To truly capture the voice of the customer, however, the call center must have the right technology solutions in place.
Speech analytics go a long way toward capturing key information from customers. As most speech data lacks structure, speech analytics provides the ability to mine the data to determine the sentiment of the customer. Executives and other key players within the organization can then use that information to boost quality and secure customer loyalty as they focus on driving revenue and increasing profits.
As call centers increasingly embrace the hosted services platform, speech analytics is also moving to a software-as-a-service (SaaS (News - Alert) (News - Alert)) deployment. This deployment strategy allows for a rapid return on investment as it enables the call center to leverage the solution quickly, without a significant upfront capital purchase. It also avoids the costs and downtime to implement the robust infrastructure necessary to support an onsite system.
The hosted approach also allows the call center to analyze everything. All calls can be captured for data mining and analysis, and categorizing that information into usable format. Speech analytics can tackle the big data, analyzing millions of calls and extracting that information to promote the profitable efforts of the organization.
According to this Call Centre Helper report, speech analytics helps to streamline the business process, improve agent performance, improve the customer experience, increase market intelligence and monitor compliance. It is an important part of the call center solution to improve first call resolution rates, reduce the average time needed to handle a call and repair broken processes that can negatively impact the bottom line.
Speech analytics also allows for cross-channel analysis in the call center environment. Customers no longer rely on the phone to make contact or complete a transaction. The information shared in emails, texts, Skype (News - Alert) (News - Alert), chat and more outlets that contain valuable data that the company can use to further its efforts in improving the customer experience.
Edited by Ashley Caputo