Speech analytics is a smart technology. It helps call centers to not only just record calls but also analyse tone, emotions, and common complaints. This gives business owners like you valuable insights.
Call centers handle thousands of calls daily. But, a recent study shows that only 2% of those calls are analysed to improve customer service. The remaining 98% disappear without providing any useful insights.
Why? That’s because traditionally, businesses either:
- Manually review a small number of calls by “tagging keywords”. This takes too long and isn’t accurate enough.
- Conduct a detailed analysis once a year. However, by the time results are ready, they are outdated and not very useful.
The solution? Speech analytics.
This technology listens to every call. It detects customer emotions and identifies common problems in real-time. As a business owner, hiring a call center with speech analytics can be a game-changer.
So, want to identify what makes your customers happy or frustrated? In this article, let’s understand what a speech analytics call centre is and how it works. Also, we will learn the several benefits of speech analytics and how you as a business owner can partner with the right speech analytics call centre.
What is Speech Analytics?
By hiring a call center with speech analytics, you get more than just recorded conversations! This smart technology listens, understands, and analyses every call to improve customer service. It doesn’t just focus on the words spoken but also considers:
- Tone
- Speed
- Emotions
How Does Call Center Voice Analytics Work?
Usually, a speech analytics call centre operates in this manner:
- Recording Conversations: Every customer call, whether incoming or outgoing, is recorded and saved.
- Converting Speech to Text: The recorded audio is turned into text so that it can be analysed easily.
- Analysing the Data: The system scans the text for important keywords, customer emotions, and common issues. It can even detect frustration or satisfaction based on voice tone.
- Providing Actionable Insights: All findings are presented in simple reports or dashboards. This helps managers to make better decisions.
For example,
- Say your multiple customers say, “Too slow” or “Not working,” the system flags it as a recurring problem.
- Similarly, if a caller’s voice gets louder or more urgent, it signals frustration. This allows your support team to step in quickly.
What are the Benefits of Speech Analytics?
By hiring a speech analytics call centre, you can improve:
- Customer interactions
- Agent performance
- Speed of resolving issues
Since this technology listens to every conversation and detects emotions, you gain real-time insights. Let’s understand how speech analytics call centre can benefit your business:
1. Enhanced Customer Satisfaction
Most customers expect quick and empathetic service. Speech analytics allows agents to understand customer emotions in real-time by analysing their:
- Tone
- Language
- Speech patterns
If frustration is detected, the system guides agents to respond with empathy and reassurance. This reduces customer dissatisfaction and ensures problems are solved before they escalate.
Additionally, speech analytics identifies recurring issues. They allow businesses to fix common pain points permanently. This increases customer loyalty and reduces churn rate.
2. Improved Agent Performance
Speech analytics makes agents more effective by tracking key factors like:
- Whether agents follow scripts?
- How do they handle objections?
- How well do they resolve customer concerns?
As a business owner, you can use this data to provide targeted coaching and training to improve agent skills.
For example,
- Say an agent struggles with handling angry customers. Now, speech analytics can pinpoint where things went wrong and provide specific guidance to better defuse upset customers in the future.
Such training allows agents to gain confidence in handling tough situations.
3. Reduced Call Handling Time
Every second counts in a call center! Speech analytics speeds up the resolution process by:
- Identifying common customer issues
- Providing agents with instant solutions
Instead of spending time searching for answers, agents get real-time suggestions based on past conversations. This reduces the unnecessary back-and-forth. One key benefit of this is the reduction in Average Handle Time (AHT).
Moreover, a call center speech analytics, automates tasks like summarising calls and categorising inquiries. Always remember that shorter call times mean:
- Happier customers
- More productive agents
- Lower operational costs for your business.
4. Increased Chances of First Call Resolution (FCR)
Customers hate calling multiple times for the same issue. Speech analytics improves First Call Resolution (FCR). By using this technology, agents can understand concerns fully in the first call itself.
It does this by providing agents with the right information at the right time. This reduces the need for follow-ups.
5. More Upsell Opportunities
Speech analytics helps businesses to increase sales. It identifies the right moments to offer additional products or services. If a customer mentions a specific problem, the speech analytics call centre can suggest a relevant product or service that solves it.
For example,
- Say a customer calls about internet issues. Now, your hired speech analytics call centre can suggest an upgraded plan with higher speed. The call centre also tracks which offers work best for different types of customers. This allows your business to fine-tune its upselling strategies.
Ultimately, this leads to higher revenue and better customer satisfaction. That’s because customers receive offers as per their needs instead of random sales pitches.
How to Choose the Right Speech Analytics Call Centre?
Nowadays, several call centres offer speech analytics by using specialised software. However, not all of them offer advanced features. This restricts your business’s ability to gain the most.
Therefore, while making a selection, look for these key features:
1. Sentiment Analysis
This feature helps the speech analytics call centre to understand customer emotions during calls. It analyses voice tone, pitch, and words to detect:
- Frustration
- Happiness
- Confusion
If a customer sounds upset, the system alerts the agent to respond with more empathy. This improves customer experience by making conversations more personalised.
2. Integration Capabilities
The speech analytics call centre tool should easily connect with your existing software, such as customer relationship management (CRM). This helps in smooth data sharing. Also, it allows agents to access customer history in real time.
3. Scalability
As your business grows, your speech analytics call centre should handle increasing call volumes without slowing down. It should allow you to add more features or users as needed.
Please note that scalable contact center speech analytics remains efficient and productive, even as your customer base expands.
4. Real-Time Analytics
A speech analytics call centre should offer instant feedback during calls. If an agent is struggling or if a customer sounds frustrated, their system should give suggestions in real time.
This allows support agents to adjust their responses, which improves customer satisfaction without manager intervention.
5. Customisable Dashboards
Several modern speech analytics call centres offer custom reports and dashboards. They even track important metrics like:
- Customer satisfaction
- Agent performance
- Call trends
Through these insights, you can enhance customer experience (CX) by improving business operations.
6. Multilingual Support
If your customers speak different languages, your speech analytics call centre should offer multi-lingual support. It must be able to analyse conversations accurately in multiple languages. This ensures better customer understanding, no matter the language spoken.
Smart Talks, Business Walks. Use Speech Analytics Today!
By hiring a speech analytics call centre, you can:
- Enhance customer service
- Improve agent performance
- Increase sales opportunities
- Gain real-time insights
This leads to better customer interactions and operational efficiency. However, to gain the most you must choose the right call center. You can do so by evaluating features like sentiment analysis, integration capabilities, scalability, real-time analytics, and multilingual support.
For businesses looking to maximise customer experience (CX), Atidiv offers advanced call center services. Through our data-driven strategies and omnichannel customer support, you can boost sales and significantly improve customer loyalty.
Partner with Atidiv today to enhance your customer service and business growth!
FAQs on Speech Analytics Call Centre
1. How can a speech analytics call center reduce customer complaints?
A speech analytics call center identifies recurring issues. It does so by:
- Analysing customer tone
- Flagging keywords
- Tracking emotions in real time
This allows businesses to address problems proactively, which improves service quality, and reduces complaints.
2. What are the benefits of speech analytics in a call center?
Speech analytics helps in:
- Decreasing call handling time
- Improving First Call Resolution (FCR)
- Automating repetitive tasks like call summarisation
- Fewer escalations and improved agent efficiency
When you hire a speech analytics call center, there is minimal need to develop a full-fledged in-house customer support department. This leads to lower operational expenses.
3. Can speech analytics improve agent performance without constant supervision?
Most speech analytics call center software provides real-time feedback. This allows call centre agents to adjust responses based on customer emotions. Also, it highlights areas that need improvements and automates performance tracking.
Hence, there is no need for you to constantly supervise the operations of the hired speech analytics call center. However, you can still provide their agents with targeted coaching to improve their skills.
4. How does speech analytics help in increasing sales and upselling?
A speech analytics call center identifies customer needs by detecting:
- Key phrases
- Sentiment cues during calls.
This allows agents to offer relevant products or services at the right time, which increases upsell opportunities.
