Kate R

Exceptional Customer Experiences with Speech Analytics

With technology continually evolving these days, people have more ways to communicate with each other than ever before. And not just socially – customers who wish to contact a business now have multiple options to help resolve any issues or answer any questions they may have.  Yet even with all their choices, most customers still prefer one specific factor when it comes to business interactions – a human touch.

Recent studies show 4 out of 10 people would rather speak with a live representative at a business [1].  Even for those customers who initially attempt a self-service solution, half find themselves still reaching out to a live person at some point.  And 8 out of 10 people prefer to speak with a live rep via the telephone [1].  These phone calls provide opportunities to not only assist the customer, but provide them with an excellent experience that could make them loyal brand ambassadors.  Here are some ways companies can ensure their customers’ happiness each time they call.

Use Speech Analytics to Discover Tools Agents Need to Provide Fast and Accurate Service

When customers call a business, they want – and expect – a prompt and helpful answer.  They don’t want to have to put in any more effort describing a situation than needed, believing the agent should understand what they are talking about, and have a ready solution.  Yet over 50 percent of customers find themselves either having to explain something more than once or being transferred [1]. That’s why it is so important for agents to know exactly what to say for both common and not-so-common problems.  Implementing and utilizing call mining tools such as speech analytics can help companies continuously identify any issues customers may have, and build a repertoire of solutions for agents to have on hand for said issues when they arise.  The ability to help a customer both efficiently and accurately not only solves the problem at hand, but gives the customer confidence in the agent’s abilities, and by extension, the company.

Speech Analytics Solutions Allow Sharing of Acquired Customer Data Throughout the Company

A proven way to provide superior customer service is by giving customers a personalized experience, which can be best achieved by using the information on customers gained from hard data analytics. But while 71.5 percent of companies who use data analytics report enhanced agent performance in contact centers, 49.3 percent say they do not share this acquired customer intelligence with other departments [1].  This is a mistake, since each department plays a critical role in affecting the customer experience, not just the contact center. And in order for every department to fulfill this role, they need solid information they can use to make informed business decisions. Just as all departments of a business must work together to produce a quality final product, so must they work together towards the goal of a personalized customer experience.  That is why data driven customer information must be shared throughout the whole company.

Each incoming phone call is the chance for a business to distinguish itself from the competition via the customer experience. And many successful executives believe this is achieved through a combination of data integration, training, process rethinking, and technological implementation – all of which can be gained with the use of a speech analytics solution.  Remember, it’s not just about solving the customer’s problem when they call, but also about how they feel when they hang up the phone.

Visit our blog for more articles on using speech analytics technology will help your business monitor and evaluate agent performance, customer experience, and improve revenue opportunities across all departments.

Sources:
[1] inContact Customer Experience Transformation Consumer Research; April 2017

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