Improving Performance with Advanced Applications of Speech Analytics

Another Way to Extract Value from the VoizTrail Suite

You may already be familiar with some of the ways speech analytics systems can impact performance; improving coaching, creating efficiencies, supplying clear trend data and process analysis, but there is a lot more to be said for how you can utilize this technology.  Our system processes audio in two separate channels, one for the agent and one for the consumer, so analysis can dial in on both perspectives offering the highest level of emotional intelligence.  Aside from the before mentioned advantage of providing agents with better training, this provides you with the data necessary for targeted mentoring.  You are given insight into not just the weaknesses of individual agents that need improvement but also their strengths that can be exploited.  Is one of your agents particularly skilled in talking a consumer out of a dispute?  Your speech analytics platform can help you identify that.

In addition to analyzing agent’s behavior, speech analytics offers the same kinds of advantages with consumers.  You can not only easily recognize strategies that work but also use trend data to collect information about consumer behavior.  This goes beyond the ability to optimize marketing efforts or deploy specific payment strategies to targeted consumer groups, agencies are given the ability to match consumer personalities with not only the strategies most likely to lead to payment but also the agents that will inspire the best experience.  In a time where collections are faced with a growing and diverse consumer demographic these abilities could optimize recovery in a way never before imagined.

The application of behavioral analysis also gives agencies a simple method for creating brand equity.  Speech analytics makes it easy to discover the voice of your brand, as it’s your agents who create it, and tailor consumer experiences to get the best results.  This strategy fulfills the cycle of success; by optimizing consumer relationships, the agency sees better returns and reduced repeats calls which maximizes ROI while lowering their overhead.  This success is passed on to your clients further strengthening the business as a whole.

We are proud to boast that our VoizTrail suite is the first of its kind to include a module specifically designed around the application of behavior science.  We’ve made it easy for contact centers in any vertical to begin to tap into the vast wealth of consumer information hiding in their call audio.

Bridge the Gaps in your Performance. Contact us today for a demo.