Kate R

Call Centers & Contact Centers

Cloud-based Speech Analytics for Your Call Center

Great customer service is often the key to improving and growing your business. With CallFinder speech analytics technology, you can easily and affordably monitor the incoming calls and agent-customer conversations to assess agent performance, agent script compliance, evaluate the customer experience, and hear customer interactions first-hand.

CallFinder’s real-time speech analytics solution will automatically categorize calls according to the search definitions you set up, which can be specific to business objectives, or organized by specific employees or departments within your organization. You can create search definitions and call categories based on any parameters to your unique business needs. The opportunity to capture, monitor and analyze unquantifiable data encased in voice conversations is endless.

You can also create automated scorecards to track individual agent and agent team performance, consistently and accurately.

Common Uses of Speech Analytics in the Call Center

Speech analytics is critical to monitoring the frontline of communications with your customers. CallFinder’s powerful call analytics solution is designed to help companies address customer service quality within their organizations, while also providing actionable analysis necessary to build better tools and training programs for their call center agents.

Common uses of speech analytics technology in the call center include:

Monitoring the customer experience, improving retention, reducing churn
Searches and call categorization will automatically uncover poorly handled calls, common customer complaints, and identify specific agent knowledge gaps, allowing quick identification of areas that need process improvements and coaching focus.

Extracting business intelligence
Not only can speech analytics provide knowledge of overall customer satisfaction, but also uncover product insights, trends in their markets, and capture the latest promotions, strategies and messages that top competitors are sending out in the market. Having this knowledge empowers companies to adjust campaigns, strategies and tactics to overcome the threat of competition and respond to marketplace demands and expectations.

Monitoring agent script compliance
Failure on the part of call center agents to follow a mandated script or business process often leads to customer dissatisfaction and inefficiency, and could put your business at risk, particularly if you operate in a regulated world.

Developing effective call center employee training programs
Custom searches allow companies to pinpoint calls where a customer-facing employee has been successful at saving a customer that called to cancel, or find calls where an employee has gone off-script. These insights can help a company develop and adjust internal training programs to address a myriad of scenarios that employees encounter.

Resolving disputes
Uncovering common phrases that go hand-in-hand with account cancellation gives businesses the ability to identify recurring objections and reasons associated with customers wishing to cancel a service or purchase. This knowledge provides clear insights to justify shifts in marketing strategy, key messaging, pricing strategies, and changes that may be necessary to corporate training and support programs so that customer disputes and cancellations decrease.

Reduce costs, increase revenue
Using speech analytics to identify the content of calls improves efficiency by monitoring and categorizing every incoming call in its entirety and therefore reducing costs and increasing revenues. High volume, long duration, and repeat calls give indications of potential methods for decreasing average call handling times, ways of improving first call resolution performance, and the ability to identify causes for long duration calls that can save agent time and company money.

 

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Get Started Using Call Recording and Speech Analytics in Your Contact Center

If you are looking to gain business intelligence, increase company (or department) revenues, control costs, or diminish overall risk, then recording and analyzing incoming calls is the most affordable and efficient way of closing these knowledge gaps.

CallFinder will help your business gain insights and apply context to key performance metrics like:

  • AHT – Average Handle Time
  • CSAT – Customer Satisfaction scores
  • CES – Competitive intelligence
  • FCR – First Call Resolution rates
  • NPS – Net Promoter Scores
  • Call Conversion Rates