How Speech Analytics Can Take Your Contact Center to the Next Level

04.05.21 07:15 AM
speech analyticsWhile speech analytics is a relative newcomer to the scene, its potential for improving the contact center landscape is significant. The technology has the ability to look beyond what’s being said, effectively reading between the lines to derive greater meaning from conversational exchanges.   Finding ways to elevate the contact center experience is a common priority from a customer and operational perspective, and speech analytics has the ability to deliver on both fronts. If you are wondering how speech analytics can take your contact center to the next level, here’s what you need to know.  

What Is Speech Analytics for Contact Centers?

  Speech analytics is a tool that makes use of artificial intelligence (AI) to process spoken interactions with customers. It seeks out certain kinds of information, including anything from whether a person is in a heightened emotional state, specific words are spoken, and more.   Depending on the solution, speech analytics can either occur retroactively or when a call is in progress. Some tools work only with recordings, while others can review calls as they take place.  

How Speech Analytics Can Elevate Your Contact Center

  The potential of speech analytics is significant, particularly in a contact center environment. Here are just some of the ways speech analytics can benefit your contact center.  

Identify Calls for Reviews

  Most contact centers record calls for later review, but figuring out which ones should be audited isn’t always easy. Unless there’s an acute incident involving a call, managers may miss critical contacts that dramatically impact the company’s reputation.   With speech analytics, the system can identify calls that are associated with specific factors, like elevated emotions in either the customer or the employee. Speech analytics can also look for particular keywords that managers pick as signs of potential issues. Then, it can flag the recording, creating a note that the managers can use to determine if a review is necessary.  

Provide Helpful Tips

  When the speech analytics tool can review calls in progress, it can actually feed tips to employees in real-time. For example, it can alert a contact center representative when a caller is becoming frustrated or, if the customer is requesting specific details, could present the needed information without the employee having to seek it out.  

Determine Call Routes

  While analyzing whether a conversation is emotionally heated can help managers decide if a call needs a review, speech analytics can also help reduce issues before they occur. If the technology is implemented in a voice-controlled menu system, the tech can potentially determine whether a caller is frustrated or hostile before they speak with an employee. If a heightened emotional state is detected, it can route the call to a supervisor or other appropriate person faster.  

Check for Brand Consistency

  With speech analytics, the system can listen to calls to determine if employees are sticking to the right branding messages. This can include delivering required statements, as well as relying on specific verbiage.   For example, the technology can be programmed to listen for specific keywords, both those that the company wants to use and those that employees are supposed to avoid. Then, it can score a call, creating a record of whether a contact aligned with the company’s preferences or not.   With this, companies can determine if any customer service reps may need more training or feedback. That way, they can keep their contact center team on target.