Speech analytics solutions gather insights into the performance of contact centres and other operating areas within an enterprise. These solutions analyse recorded conversations, which means that they “know” what is happening in the contact centre and can often identify what needs to be done to resolve the issues.
Contact centre leaders can take advantage of speech analytics to learn about the following types of information:
It’s surprisingly easy to gather basic findings from speech analytics. The process is to create a search using key words/phrases and then run the application to see what it captures.
Within a day or two of implementing a speech analytics solution, managers often collect so much information that they are overwhelmed.
For this reason, DMG recommends that organisations start small by creating a list of 2 to 5 issues that they want to address. Since recordings are captured within the contact centre, many companies start by concentrating on improving or optimising that department and agent performance. This is an excellent approach, as it gives speech analytics analysts an opportunity to learn to use the solution prior to rolling it out throughout the enterprise.
Here are some typical findings when speech analytics is used in a contact centre:
Some companies have started to tie speech analytics findings to their gamification environments, while others share team findings with all supervisors to encourage healthy competition. While there are some countries where regulations prohibit findings from being shared broadly, the point is that it’s important to let the staff know why and how the speech analytics solution is being used and to reward agents, supervisors and managers for using the data to improve the member experience and reduce operating costs.
The real fun of speech analytics is that you don’t always know what is going to be found; use this to your advantage, and reward behaviours and performance that promote your company and its bottom line. By starting small and applying findings in the contact centre, you’ll earn the respect of managers inside and outside of the department, which presents a great opportunity to broaden the use of speech analytics to other operating areas. Once you show how impactful speech analytics can be in the contact centre, other managers will want to use the solution for their own departments.