Have you ever considered what’s in a voice? You certainly know what voices sound like. Some are gravelly, others are low and smoky, and others are high-pitched and melodic. While people have all kinds of voices, they’re all used for the same thing — to communicate.
When your customers use their voices to communicate with you, they’re sharing valuable information you can use to improve your bottom line, often without even realizing they’re doing it. To capture and capitalize on this information, you need to have a voice improvement software system in place.
Voice of Customer, Explained
Voice of Customer, or VoC, is exactly what it sounds like. It’s the literal voice of your clients and prospects. By analyzing and listening to VoC, you can get to know your customers intimately. You’ll get feedback about the customer experience you’re providing and you’ll learn how your customers feel about your company, your customer service and the products or services you sell.
Voice Improvement Software
To take advantage of everything VoC relays when your customers contact your business, you must have a voice analytics system set up. Using voice improvement software enables you to record, analyze and evaluate the experiences your customers have when they call your business. By recording your inbound calls, you can review every exchange your agents have with your customers.
You can categorize calls and then search for keywords and phrases that will provide actionable business insights using voice analytics tools. When you use these tools to review your inbound calls, you’ll be able to identify areas that need improvement, such as making sure your call center agents are following your scripts and adhering to industry regulations. You can also use your voice analytics system to track key metrics related to your team’s individual and group performance.
By listening to what your clients say during their calls and reviewing the metrics your voice improvement software provides, you can identify the key performance indicators that are most meaningful to your clientele. You can then take steps to improve them to provide a more satisfying experience.
Voice Analytics Tools for All Industries
You don’t need to have a call center to benefit from a voice improvement software system. You don’t even need to have a sales department. This technology will benefit any business that interacts with the public at any level.
Many businesses in the following industries use voice analytics tools to grow their bottom line and improve their operational processes:
- Financial Services
- Contact Center
While using voice improvement software is a common practice in the industries listed above, this technology is used in many other kinds of business as well. Over the past ten years or so, voice analytics systems have evolved into powerful tools that can be used to transform businesses and take them to the next level of success in almost every industry imaginable.
To learn how our voice analytics tools can help you grow your business, contact CallFinder now!