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Only 7% of Contact Centres are Using Speech Analytics?

Published On: 4th Aug 2013 10:11 - Modified: 18th Sep 2019

Only 7% of contact centres are currently using speech analytics. However, an additional 23% of industry professionals responded by saying that they were considering emplacing the technology in their contact centre.

Overall, the most popular option selected was “no plans”, which is most probably due to the high costs of speech / interaction analytics. So, the figure of 44%, may drop with time, when the technology becomes cheaper.

Poll – “Do you already use Speech Analytics – answers

We already have it – 7%
We are considering it – 23%
No plans – 44%
Not sure – 26%

Source: Call Centre Helper webinar: New Solutions for Quality Monitoring and Performance Management Sample size – 115 Date: March 2013

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

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Only 7% of Contact Centres are Using Speech Analytics?

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