Why Use Automated Call Transcripts?
Call quality monitoring is a key component of operating a call center. But many companies are aware that effective call monitoring requires more than just call recording. That’s why many call centers use automated call transcripts. This feature gives call center managers the ability to analyze every agent-customer interaction. Here are five ways you can best utilize transcripts to analyze calls in your call center.
Close Agent Knowledge Gaps
Your agents need to be ready to assist customers with any issues – both simple and complex. Ill-prepared agents have a negative impact on the customer experience. Call transcriptions help pinpoint knowledge gaps for individual agents or agent teams. This information makes it easier to determine what your agents are missing during calls and develop successful coaching methods.
Reduce Agent Churn
As stated in a recent blog post, when agents are unhappy they tend to underperform, which leads to more unhappiness, which leads to agent churn. It’s a vicious cycle, but a stoppable one. You just need the right tools.
For instance, when you use CallFinder’s automated transcriptions with silence and overtalk detection, you gain a deeper understanding of your agents’ soft skills. These insights can be used to effectively train agents on specific skills. When agents feel more confident in their jobs, they are typically happier and more likely to stay.
Understand Negative Sentiment Scores
How your customers feel after every interaction is a crucial part of the customer experience. Sentiment analysis and emotion detection help determine if the general experience of a conversation was positive, negative, or neutral. If the result is mostly negative, you can use the automated call transcripts to understand why. Search for specific words and phrases to identify common customer pain points, and then apply this knowledge to improve both agent performance and the customer experience.
Ensure Script Compliance
If you work in a regulated industry, you know script compliance is non-negotiable. A single mistake makes you vulnerable to lawsuits, heavy fines, and other undesirable outcomes. You need to be 100% sure that your agents are following each script to the letter. You can use automated transcripts to quickly scan all conversations for keywords to guarantee agents are always saying the right things.
Discover Training Opportunities
Your agents want to know where they’re succeeding, and where they need extra assistance. Call transcripts expose areas in which agents are thriving or struggling. CallFinder’s transcripts can also be exported and shared with agents, so they can see what you’re seeing and be more receptive to comments and suggestions. Agent success is within reach when everyone is on the same page (no pun intended).
CallFinder’s Automated Call Transcripts
Call centers of all industries use CallFinder’s automated transcriptions to enhance agent productivity and the customer experience. If you’d like to learn more about how CallFinder can help your call center, contact us any time. Or schedule a demo!
