This week’s articles have focused on the common challenges faced by businesses of all sizes and industries when analyzing and acting on customer and market data that within customer phone conversations.
As a reminder, the seven common challenges are:
- Improve Customer Satisfaction
- Optimize Internal Processes and Cost Saving Opportunities
- Collect Competitive and Market Intelligence
- Measure Marketing Effectiveness
- Mitigate Causes of Attrition
- Build and Confirm Customer Data
- Ensure Script Compliance
Today, we’ll focus on optimizing internal processes and cost saving opportunities…
Categorizing calls using speech analytics to identify call type (based on search definitions and key phrases) will improve efficiency. Likewise, high volume, long duration, and repeat calls indicate where an organization can reduce average call handling times. In addition, this reduces the wrap-up time spent during a customer service conversation, and it identifies any causes for long duration calls. Addressing these issues will save the agent time and the company money.
Creating more efficient processes for responding to certain calls will improve business operations overall. Therefore, speech analytics technology reduces cost in the long run.
Read our last article on how speech analytics will help your business improve the customer experience.
Learn more about optimizing operations processes and saving money with speech analytics technology by contacting us today. Or set up some time for you to take a tour of CallFinder’s cloud-based speech analytics solution.