Cloud-based Speech Analytics for Your Call Center
Excellent 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. Create search definitions and call categories based on any parameters unique to your business needs. You can also create automated scorecards to track individual agent and agent team performance, consistently and accurately.
Using 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:
- Monitoring the customer experience, improving retention, reducing churn
- Extracting business intelligence
- Monitoring agent script compliance
- Developing effective call center employee training programs
- Resolving disputes
- Reduce costs, increase revenue
Searches and call categorization will automatically uncover poorly handled calls, common customer complaints, and identify specific agent knowledge gaps, allowing managers to quickly identify areas that need process improvements and coaching focus.
CallFinder’s speech analytics technology allows you to assess overall customer satisfaction, uncover product insights and trends in the market, and it provides insights into your top competitors’ latest promotions and sales tactics. Having this knowledge empowers companies to adjust marketing campaigns and strategies to overcome the threat of competition and respond to marketplace demands.
When call center agents do not follow a mandated script or business process, it often leads to customer dissatisfaction and inefficiency, putting your business at risk, particularly in highly regulated industries.
Custom searches allow companies to pinpoint calls in which 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 wide variety of agent-customer scenarios.
Revealing 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, ultimately lowering the number of customer disputes and cancellations.
Speech analytics improves efficiency by monitoring and categorizing every incoming call in its entirety, which reduces overhead and increases revenue. High volume, long duration, and repeat calls give indications of potential methods for lowering average call handling times, improving first call resolution performance, and identifying causes for long duration calls. These insights can save agent time and company money.