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Call Center Monitoring Tools Help Ensure Customer Satisfaction

March 03, 2014 by Morgan Pulitzer - Last Updated: June 04, 2019

Although the technology-oriented means of trade and commerce have provided entrepreneurs with the ease of setting up a business, it is very difficult to keep up with the constantly changing consumer demands. Most entrepreneurs with big business budgets, hire consultants to plan business strategies, but small scale organizations have limited opportunities to deliver quality services.

However, call center monitoring tools have provided business owners with a feasible and reliable way to satisfy consumer demands. The wide array of innovative monitoring tools can cover every business need from recording to analyzing.

Here is a quick look at some of the fastest growing and most reliable monitoring tools being used in call centers today:

1. Call Recording

Analyzing business calls to find the “voice” of customers is becoming standard business practice among companies and call centers of all sizes. With call recording, businesses can listen to their incoming calls to monitor quality assurance and script compliance, and hear customer interactions first-hand. The benefits of call recording will:

  • Enhance Sales Training—Recordings can be used as training tools to illustrate common sales scenarios and to demonstrate how to overcome customer objections.
  • Improve Customer Service—Recordings reveal the areas in which call center agents require more information about particular products or services to handle customer inquiries better.
  • Increase Efficiency—Reviewing recordings will help assess how long and how often callers are placed on hold, and provide insights to the typical call pattern. Businesses can also understand how many times customers are transferred before being connected to the appropriate person at the business.
  • Confirm Information—Recordings can also be used to confirm a caller’s correct address or credit card number, and make sure orders are placed correctly to optimize customer satisfaction.

But, simply recording calls and monitoring samples for “quality assurance” is becoming an inadequate process in the face of the growing trend to respond to the dynamic needs of customers. It has become necessary for businesses to go beyond simple call center recording solutions and commit to implementing more robust technology that includes an audio mining component in order to gain a full scope of the customer experience.

Implementing call recording with speech analytics technology into daily operations provides enormous overall value to a business, including the many departments within a company that field incoming calls, which hold a wealth of valuable business information.

2. Speech Analytics Software (audio mining)

Speech analytics technology is also known as audio mining. It is the process of automatically scanning recorded calls to search for important keywords and phrases spoken between agents and customers. With this technology, businesses identify why customers call, what makes them satisfied, and what causes dissatisfaction. It helps internal contact centers, sales, and customer service departments, and external call centers uncover employee training opportunities to improve agent performance.

The benefits of using audio mining technology in any business are endless. Mining recorded customer calls provides insight into customer’s needs and help address multiple business objectives, such as:

  • Ensuring script compliance
  • Improving workforce training
  • Increasing customer satisfaction
  • Assuring quality controls
  • Improving sales and marketing effectiveness
  • Managing risk and compliance
  • Expediting dispute resolution

Along with improving customer experience, speech analytics provides businesses with the latest technology to capture and analyze conversations with their customers, delivering actionable insights.

One type of technology used in speech analytics is phonetic indexing. Let’s take a closer look at how it works.

3. Phonetic Indexing

A phonetics-based speech analytics solution scans call recordings and uses the original audio files to identify the string of phonemes (the smallest units of sound that make up language) matching the search criteria, which is developed by defining key phrases that a business wants to locate within their conversations with customers.

Compared to the speech-to-text, large vocabulary dictionary based engines, which has its own benefits, phonetic indexing has its own set of benefits. This technology does not require a language model or dictionary, meaning the method of phonetic indexing and searching audio files can be more efficient. And, because the technology scans for units of sound, phonetics-based engines can identify industry jargon, product names, acronyms, accents and dialects.

Demo CallFinder’s Speech Analytics Today

Schedule a live demo of CallFinder’s speech analytics solution, and get a taste of the magnitude of information that is contained in every incoming phone call to your call center or business.

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