case-studies

Speech Analytics Benefits

Speech Analytics Software Delivers Call Center Metrics – Quickly & Affordably

The benefits of running call recordings through an audio mining solution, like CallFinder speech analytics, are endless. Businesses of all sizes and throughout all industries, including call centers and contact centers, can access and extract critical business insights contained in the conversations taking place between employees, agents, and their customers.

For example, if you’re looking for data on the average amount of time it takes your call center to convert a caller to a sale you can easily access that information by creating CallFinder searches and reports to segment your calls by completed sales. Then, use a sub-set of those calls to average the call durations for any period of time you choose; one day, one week, one month, for example. You can also further define your searches by specific agent, using employee tracking codes.

Extract Call Center Metrics Important to Your Business with CallFinder

By audio mining your recorded conversations with customers, you’ll have access to call center reporting metrics like:

  • Agent productivity and performance
  • Average call handling times
  • Call abandon rates, when a customer hangs up before the issue is resolved
  • Call conversion rates
  • Call transfer rates
  • Call wait times
  • Cost per call
  • First call resolution rates
  • Script compliance by agent
  • Up-sell and Cross-sell rates

Along with other key performance indicators you can set for your call center staff.

Use CallFinder’s audio mining software to extract call center metrics relevant to your business and use that knowledge to make informed strategic business decisions that will improve company procedures, reduce costs, and enhance the customer experience.

Learn more about CallFinder call recording and phonetics-based audio mining technology by taking a free demo of the CallFinder solution.

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