Today, many outbound contact centres are adopting speech analytics as a method of automating, organising and managing their outbound dialling campaigns and resources.
Speech analytics enables contact centres to search and extract relevant information from outbound call recordings. It allows users to visually analyse large volumes of search results in order to monitor key metrics, identify anomalies that require investigation, generate trending analysis/reports, correlate results to support root-cause analysis and drill down specific audio in order to listen to the content.
The more advanced speech analytics applications use phonemes. These are used to accurately detect key words and expressions and can be presented to the contact centre manager in a range of forms, making the days of spending whole afternoons listening to calls a thing of the past. The phonetic approach recognises all languages, medical jargon, slang and words not found in the dictionary.
Speech Analytics offers a consistent and efficient means of extracting information previously locked away in audio files. Managers now have the ability to fully index well over 20,000 hours of audio per day on a single server, allowing them to drill down for deeper investigation and root-cause analysis. The manager can then use this data to identify a call, an agent, or a campaign and focus on specific areas of interest within the calls.
The recordings can be presented in reports, enabling users to quickly pinpoint successful outbound calls and rapidly pull the recordings of these calls to help with training of other outbound staff.
Using real-time monitoring, queries are available while the call is in progress. When a certain phrase is spoken by the called party or agent, the system can automatically prompt assistance pop-ups or script branching rules, or even alert a supervisor for action.
Speech analytics technology is helping companies gain a better understanding of their prospects and customers, they can use the data to help boost customer satisfaction, increase cross- and up-sells, improve service processes and first-call resolution.
Who Would Use Speech Analytics?
Organisations are rapidly learning how to use the output from speech analytics to benefit many operating areas, including: sales, marketing, R&D, compliance, risk management, collections, fraud and back-office operations.
Compliance reporting on audio files can incur sizeable costs and increased liability due to the inability to readily locate and access information. Speech analytics enables easy access to data and clarification that agents are speaking in a legal, compliant manner.
More generally, speech analytics can be used for training. Companies typically find that when key words or phrases are used, the conversations are more productive and focused. By using speech analytics, contact centre managers can quickly and effectively analyse what agents are saying, or not saying, allowing them to educate their agents and increase the productivity and efficiency of calls. This principle is also integral to sales, allowing managers to score agents and accurately create incentive schemes.
Typically, speech analytics is better suited to larger organisations with call centre agents exceeding 100. However, more recently suppliers have started to realise the benefit smaller outbound call centres would gain from such technology, and have started to cater for call centres with fewer than 100 agents.
- Sian Ciabattoni of Noble Systems