You’ve probably heard it before – it’s difficult to prove the ROI of implementing a speech analytics solution in a call center. We’re here to say that that’s not entirely true. As businesses expand their use of speech analytics software from using it in just a customer service environment, to using it in a sales and compliance environment, the ability to track ROI of the technology expands as well.
Some of the performance metrics that have been tracked and improved after implementing call recording with speech analytics include:
* 59% increase to inbound lead conversion rates: How? Employee training and coaching efforts as a direct result of insights gleaned from customer conversations.
* 100% compliance with federal regulations, and reduction in litigation risk: How? Adherence to scripts, which address issues mandated in the Telephone Consumer Protection Act – TCPA.
* 18% reduction in call monitoring hours: How? Fast, automated audio mining technology sorts calls based on key phrases and isolates customer conversations that need attention.
This data proves that businesses can impact the ROI, and therefore the bottom line revenues, by streamlining, complying, redirecting employee training and coaching, and how they spend their time, to be more efficient and therefore more operationally sound.
Learn how your business can achieve results like the ones above – or KPIs, if that’s how your business measures – by contacting us at 1-800-639-1700. Schedule a free tour of our online call recording and speech analytics interface, which is cloud-based there by making it affordable and flexible for any business.
