Boosting Contact Center Efficiency with Speech Analytics

Another Way to Extract Value from the VoizTrail Suite

Efficiency equates to a faster return on investment.  Speech analytics can be used to enhance operational processes and improve the efficiency of the agency as a whole.  With a speech analytics application your call auditing is completely automated, providing feedback on 100% of consumer interactions, negating the need for dedicated monitoring staff, and providing supervisors with detailed reports.  Reports and scorecards are customizable, providing data and quality assurance tailored to the agencies unique processes.  This also offers the opportunity for agencies to offer specialized services; provide proof for client specific requests and consumer satisfaction.

In addition to auditing, speech analytics systems include a variety of real-time reporting features which can be used to make consumer interactions more effective.  Aside from alerting supervisors of risk language or compliance issues, our platform is also equipped with a feature referred to as “agent assist.”  Agent assist is set up to bypass the need for intervention by a supervisor and make suggestions to the agents in real-time based upon preset parameters. This feature can not only remind agents of compliance procedures that may have been overlooked, like obtaining monitoring consent, but also make suggestions based upon what has transpired in the conversation.  For example, did the agent forget to suggest a tax return as a potential method of payment or ask if the consumer would like to pay in full?  Agent assist can ensure that agents are taking advantage of all potential payment opportunities in every call, every time.

Another efficiency driving functionality of these systems is the trend data they supply.  Trend data tells you everything you need to know about your operation and the changing consumer market.  Utilizing trend data from your speech analytics reports takes the guess work out of new strategies; minimizing time and effort spent on strategies that don’t yield results. Providing straightforward insight for the processes which most effect your agency’s daily operations is one of the many ways these systems can be utilized to decrease cost and increase ROI.  When you automate mundane tasks and supply your agents with real-time support, you free them to better focus on consumer engagement, which is the key to prolonged success.

Ready to boost the efficiency of your contact center operations? Contact us for a consultation today or visit the VoizTrail page to learn more.