An A-Z of Speech Analytics Features


A - Z

Here is an A-Z of Speech Analytics Features.

Business Intelligence

Advanced applications are used to gather, access and analyse company operations. Business intelligence applications help companies gain a more comprehensive knowledge of their business.
Business intelligence applications include:

  • Content analysis
  • Keyword spotting
  • Speaker recognition
  • Emotion detection/sentiment analysis
  • Customer feedback

Call Metrics Dashboards

Call metrics dashboards provide a bird’s eye view into customer interactions, delivering insight into caller intent. These dashboards enable users to perform detailed analysis of key data such as call volume, talk time and non-talk time, spot emerging and historical trends, and discover previously unknown relationships between call topics.

ClearSpeaking

Speech Analytics is able to judge the clarity and comprehensibility of what your agents say. It assesses the pronunciation of phrases as well as the speaking rate. Agent specific reports based on these statistics can be used to create bespoke training plans as well as acting as a gauge of overall training effectiveness.

Dialogue pairs

Dialogue pairs are composed of a phrase (For instance “Are you over 18?”) and a predefined reply (For instance “Yes/ No”). In most cases these are question-answer-pairs. Therefore the agent and customer channel of the call
recording is scanned for the specified phrases. EVC also allows you to determine time frames within which the question has to be answered.

When using DialogPairs you ensure that you comply with all restrictions concerning the customer’s declaration of consent.

GoodPhrases & BadPhrases

Via the definition of “good” and ”bad“ expressions, you can determine, how often your agents use desired or undesired expressions. This is particularly important when there is a “brand language” that agents are required to speak or when dealing with a complaint.

Speech Analytics gathers the amount of the GoodPhrases & BadPhrases used during a conversation and calculates a score for each call using a statistical analysis.

RequiredPhrases

Speech Analytics provides you with the opportunity to determine whether phrases and key words, which have been predefined by you, are mentioned correctly during a conversation. Key words mark the most important part of a phrase. Therefore you can find out whether the essential part of a phrase has been mentioned, but maybe in a slightly different wording.

By defining your RequiredPhrases you have the reassurance that you are legally safe and compliant, especially when concluding contracts and financial transaction on the telephone.

Organisational Dashboards

Recognising that many process and
performance changes are driven at the site, team and agent levels,
these dashboards provide highly segmented analysis based on the
organisational structures. Users are able to gain insight into key
performance metrics from the enterprise level all the way down
to individual agents. Advanced analysis approaches such as
analysis of means (ANOM) provide statistically relevant and
actionable details.

Management Information

Analysis of Means (ANOM) Reports

Image:analysis-of-means-reports.gif

Automatically identify outliers by call driver at any level in the organisation to target training and performance initiatives.

Activity Maps

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Enable users to visualise vast numbers of customer interactions together with related categories and performance.

Call Driver Reports

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Providing the foundation of analysis, call driver reports enable users to quickly pinpoint the top issues driving customers to call, enabling them to target improvement areas around the highest priority
issues impacting business

Correlation Reports

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Discover hidden relationships between call drivers and behaviours to gain comprehensive insight into key areas of performance.

FCR Topic Reports

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Identify most common repeat call topics to pinpoint issues and processes driving repeat calls. Examine repeat call types with above average handle time to pinpoint the biggest improvement opportunities.

FCR Relationships Reports

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Discover cause and effect relationships between first call and subsequent calls to understand which topics drive repeat calls.

Talk Time Reports

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Analyse patterns within talk times (and even non-talk times which indicate holds or transfers) to pinpoint the most time-consuming, complex call types and identify process improvements for more efficient handling.

Trend Reports

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Identify historic trends and patterns by call type over time to pinpoint specific root causes behind call volume. Users can also track the impact of process changes in real-time.

Real Time Prompting

Delivers real-time desktop prompts during every call to help agents deliver first call resolution and to follow their scripts where required.

A non-intrusive screen which is present on the side of an agent’s desktop during calls tracks the progress of the call and informs the agent when they have included key phrases and when they have not, giving them the opportunity to correct themselves during the call.

Speaking rate detection

A visual guide to the speaking rate of the agent (whether they are talking too fast or too slow) and how well they are following their script or call flow.

Further Reading

Technical

Contributors

Published On: 14th Mar 2010 - Last modified: 3rd Apr 2017
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