Using speech analytics to identify the content of calls and the associated business departments, inherently improves efficiencies by monitoring and categorizing every incoming call in its entirety and will effectively reduce costs and increase revenues. High volume, long duration, and repeat calls will give indications of where an organization may be able to reduce average call handling times, improve first call resolution performance, and identify any causes for long duration calls that can be addressed to save agent time and the company money.
Having efficient processes in place to respond to certain calls, either with customer interaction and follow up, or by internal process change, will improve business operations and efficiencies overall, thereby reducing costs.
Learn more about speech analytics technology by downloading this recent white paper, or contact us today.
