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Benefits of using speech analytics: II

1.Deflates operating expenses:

Speech analytics can help deflate operating expenses by detecting cost savings and ways to avoid spending money while generating incremental revenue. In order to tune a speech analytics application for a specific site, a significant investment in time and resources is required. This highly efficacious technology then filters out and provides cost savings data across the board. This enables the call center owners to avoid counterproductive spending and enhance their reputation among businesses requiring call centers. Moreover, it improves customer experience.

Reduce costs
Golden coins and red arrow Graph falls on white background

2. Reduces customer churn:

Speech analytics can help businesses/ organizations to curb customer churn. The tools engaged in this process can be used to identify the factors responsible for customer churn. It provides an opportunity to all such businesses to make the changes necessary to keep customers coming back. This results in improved quality service which further improves customer experiences and satisfaction, giving customers less of a reason to leave. Also, the more information companies gather about existing and potential customers, the better they can take advantage of general consumer behavior.

Reduces customer churn
Reduces customer churn

3. Improves customer experience:

This amazing software can be used for audio data analysis. This data analysis includes:i)

i) detecting things like emotion and stress in a customer’s voice

ii) the reason for the call

iii) the products mentioned and more

With the help of speech analytics, organizations can quickly identify a customer’s needs, wants and expectations, and work to meet them. These days, more and more call centers are relying on call center speech analytics to enhance customer experience. Organizations depending on call centers to provide their customers with satisfying and fruitful interactions can actually leverage the power of this wonderful technology to take their business elsewhere by discovering inferior agent-customer synergy.

Customer experience
Customer experience

 

 

 

 

 

 

 

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Benefits of using speech analytics: I

As we mentioned in an earlier post, speech analytics refers to the process of analyzing recorded calls to gather customer information to improve communication and future interaction. The information cumulated using speech analytics can be used to discover information relating to strategy, product, process, operational issues and contact center agent performance. Moreover, it can be leveraged to identify areas in which contact center agents may need additional training or coaching, and can automatically monitor the customer service provided on calls. Easing out a number of processes at the call center, speech analytics provides a number of benefits.

1. Helps manage operational and performance issues:

Speech analytics can be used by call center managers to monitor customers and call center agents simultaneously. They can actually keep an eye on their performance in order to make sure regulatory requirements are met. Moreover, this highly efficacious technology can be used for coaching call center agents. Well trained agents are efficient enough to resolve customer queries which further improves first call resolution and reduces call volume. In other words, operational and performance issues that occur throughout the enterprise can be tracked and managed, hence, resulting in improved service quality.

Monitoring call center agents
Monitoring call center agents

2. Provides valuable insights regarding marketplace:

Not only call centers but the entire enterprise can benefit from speech analytics. As an example, sales organizations can leverage the power of this amazing technology to identify up-sell and cross-sell opportunities. The tools engaged in this process can actually be used to track the effectiveness of marketing campaigns. Sales managers can utilize the data gathered using speech analytics to learn about how a particular up-sell or cross-sell impacted a customer’s level of satisfaction. They can also determine how different customer demographics respond to the offers, using this technology. This does not end here! Personalized up-sell and cross-sell opportunities that meet a customer’s specific needs can also be created using this wonderful technology.

Upsell and crossell
Upsell and crossell