TACKLING CALL CENTERS’ BIGGEST CHALLENGES
Advances in technology can provide contact centers with new methods for improving operations. VoizTrail® Speech Analytics offers a scalable and fully customizable platform that can help to ameliorate a contact center’s biggest challenges. Whatever the issue, and whatever vertical your contact center serves (no matter how big or small), your enterprise and your return on investment will be governed by the following:
1. Agent Productivity
Without a doubt, your agents are the costliest resource on board, yet, the goal of any business is to achieve the highest possible quality at the lowest possible cost. It stands to reason, therefore, that cost and quality should be measured on an ongoing basis. An agent’s average call-handling time, number of inbound/outbound calls per day, and audit scores, are some of the metrics that steer your everyday decisions. VoizTrail® Speech Analytics not only gives you the tools needed to monitor agent performance, it provides you with a method of removing human error and standardizing the process so it’s unbiased. VoizTrail® records call audio in two channels for separate analysis of agent and caller. The system then generates detailed reports based upon the customized standards for your business. This gives unique insights that allows you to pinpoint the strengths and weaknesses of individual agents in order to improve training where needed, which results in higher quality at a lower cost.
2. Compliance
Depending on the industry a call center serves, they can be one of the most regulated of businesses. PCI-DSS, TCPA, HIPAA and record consent will vary. Regardless of the compliance required, the Voiztrail® Speech Analytics platform offers a variety of tools that can be used to automate compliance practices, alleviating the likelihood of violations. Call redaction, for example, scrubs call records of sensitive personal or payment data while maintaining the integrity of the recording for your call center’s records, and for this and other sensitive data, high-level encryption is employed for additional data security. VoizTrail’s advanced technology makes searching call records easy so disputes can be located quickly and verified, minimizing the potential for litigation. Additionally, keyword analysis and agent assist features can be used to closely monitor compliance practices and even remind agents in near real-time of script points or alert supervisors when an intervention may be needed. A good contact center has good ROI, but a great contact center can simultaneously mitigate litigation.
3. Caller Engagement
Customer satisfaction drops by15% every time a caller has to make repeat calls to get the same issue resolved.
SQM Group
One of the greatest advantages of speech analytics technology like VoizTrail®, is the ability it offers contact centers to get inside the mind of their callers. The two-channel audio means you can closely analyze the caller experience alongside that of agent performance. VoizTrail’s system tracks more than just keywords however; it provides details on the caller’s emotional state. Now supervisors have a three-dimensional impression of call interactions, giving them a more comprehensive idea of agent performance and its effects on the consumer experience. This kind of detailed analysis makes it easy to identify the caller’s difficulties and adjust to their evolving needs.
VoizTrail® also includes both a Behavioral Analysis and Decision Sciences module. These components assist businesses in linking caller behavior to call results so they can modify practices and predict behavior creating the best outcomes for the most efficient operations. The possibilities are endless for performance optimization when contact centers have the ability to utilize all their call data to connect context and behavior to call outcomes.
In Sum —
Agent productivity and compliance are essential components for growth and survival, but future success will come from a contact center’s ability to innovate and remain competitive. VoizTrail’s Speech Analytics equips businesses with all the tools they need to bridge the gaps in their performance and utilize the wealth of insights hiding in their call data. The suite is fully scalable and customizable so it integrates easily into your existing infrastructure, making it quick and easy to implement and get results.
