“Business intelligence, or BI, is an umbrella term that refers to a variety of software applications used to analyze an organization’s raw data.” — CIO Magazine
Every transaction you have with any customer is a vital piece of business intelligence that rains down on your organization many times each hour. To use that information requires a disciplined approach that includes your own analysis as well as state-of-the art technology that can:
- Improve decision making
- Cut costs
- Ferret out new business opportunities
- Focus on and correct bad business practices
While it may seem counter-intuitive that something as subjective and nebulous as a recorded telephone conversation can actually be objectively analyzed, our national intelligence agencies do just that 24 hours a day. They monitor millions of telephone calls and key on specific words and phrases callers use as a possible source of criminal or military intelligence.
In the more benign but highly competitive enterprise realm, there is BI to harvest through your own incoming customer calls. Undoubtedly, your customers know that their conversations are monitored for quality control purposes, but without the BI harvesting tools you’re only part way towards your goal.
The rest of the way is the actual quality control. You need to bridge the gap between the monitoring and the actions you take on the basis of the information, and you can only do that with speech analytics technology. What previously could only be done by hours of listening to customer calls can now be done in minutes, far surpassing expensive market research.
Business intelligence through speech analytics surpasses the benefits of market research in many ways. To mention a few:
- No random sampling. One hundred percent of your calls are monitored and analyzed.
- The software provides reports based on the most recent data, not something gathered a month ago.
- Your BI is based on what the customer actually said during the call, rather than what may be reported in a survey and based on the customer’s memory.
You probably know what opportunities you are missing, but your core business concerns don’t leave you the time to find that business intelligence you know is right there in your customer phone calls. It’s rather like the lumberjack who cannot stop to sharpen his saw because he has so much work to do.
That’s where we come in. CallFinder’s speech analytics software can instantly sharpen your BI gathering to reap the benefits mentioned above. Contact us and we’ll show you how to harness speech analytics technology without skipping a beat.
