Monitoring Quality Assurance with a Speech Analytics Solution
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Monitoring Quality Assurance with a Speech Analytics Solution

September 04, 2013 by Morgan Pulitzer

Monitoring calls for quality assurance is being put into practice within businesses of all sizes and industries.   The practice of recording calls and then scanning them for keywords and phrases is increasingly important to measure agent performance, customer satisfaction, the customer experience, plus many more elements of the business-customer relationship.

Conversation Points to Monitor for Quality Assurance:

Here are several areas of a customer-agent conversation that can easily be monitored for quality assurance aspects using speech analytics:

Greetings: Create searches in your speech analytics interface that define all of the appropriate ways agents should greet customers when they answer the phone.   Examples of standard greetings like “Thank you for calling Company X” and “Hi, this is Jane Smith, thank you for calling Company X, how can I help you today” are simple searches that will capture interactions and specific calls when these phrases take place.   You can also create searches to categorize calls where these phrases DO NOT take place, so you can address non-compliant agents.   And, you can also create searches focusing on the words and phrases agents are NOT supposed to say, so you can capture and categorize those non-compliant calls as well.

Closings: Searches that focus on how agents sign off on calls with customers can identify agents that may need improvement.   After all, how you say goodbye is the final piece of the customer experience at that moment in time.   Make sure it’s a good one!

Verification: Define words and phrases that indicate that caller identification and verification is being done, and being done correctly.

Customer Satisfaction: Identify words and phrases that denote customer satisfaction. Example phrases for positive customer service experiences may include “Thank you so much, you’ve been very helpful” or “I appreciate the information, thank you” and many more.   You can create searches for dissatisfaction – see below.

Customer Dissatisfaction: It is good practice to set up searches to capture situations where the customer may not be happy with an agent, product, service, policy, etc.   Searches using keywords and phrases that indicate an unsatisfied customer could include “I’d like to cancel my account”, “Can I speak with your supervisor” or “I’m not concerned about your company policy.”   Searches can be broad, and built separately to categorize calls into clean buckets, keeping in mind that a customer may be satisfied with an agent but not happy with a particular product, policy, or price.

Agent Engagement: Though relatively tough to identify and measure, this is a great category to capture, as it can be a customer experience differentiator. Each organization has certain words and phrases that show agent interest, but the words vary based on the topic. For example, if a customer calls to report the death of a spouse, the agent’s initial response should be, “I am sorry for your loss.” Or if a customer calls and says, “I am really angry at your company for doing X, Y, or Z,” the agent’s first response should be “I am very sorry. What can I do to help fix (or improve) the situation?”

Script Compliance: Creating searches to identify essential phrases that must be spoken as part of each conversation, as mandated by the company, is a great and simple way to monitor agents and employees that are adhering to a script, and those agents who may need additional training to stay on point. These searches can be complicated, as they vary according to the nature of the call, and can be long depending on the branching of a script, but they are necessary in order to monitor what is being said on calls with your customers. Agents often have to deliver a great deal of information to their customers, and depending on the industry, they put their enterprise at risk if the message is not delivered clearly and completely, such as healthcare insurance, or financial services.

For more information on how speech analytics can help you and your business monitor calls with your customers to measure quality assurance, contact us today and arrange for a free demo of CallFinder’s cloud-based call recording and speech analytics interface.

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