Voice analytics allows customer contact centers to extract data from call conversations and analyze huge volumes of conversation data. This lets your company to (quite literally) gain insights from the Voice of the Customer and identify ways to provide better customer experiences.
Below are 5 key areas where companies can benefit from implementing voice analytics in their customer contact centre:
1. Quality Management
Managing the quality of call centre interactions is always a challenge. It’s difficult to continuously track factors such as whether agents are complying with call scripts, how they are performing versus their peers, or whether one script works better than another. Voice analytics gives you the ability to virtually listen in to every single call instead of relying on occasional spot checks, so that you can easily identify areas for improvement.Want to see how it works? Here's a Free Trial link.
2. Improving Products and Services
Voice analytics allows you to determine recurring themes and hot topics that your customers call about. It helps you gauge how they feel about your brand versus your competitors. This is feedback that can be vital to improving your products and services. In addition, it can help you validate new offerings.
3. Compliance and Audit
One key feature of voice analytics is voice-to-text transcription. Once in text format, a call conversation becomes more easily searchable. It also lets you find relationships between calls and other customer interactions such as document submissions and emails. This makes it more convenient to provide information required for compliance or audit processes.
4. Increasing Revenue
Analytics allows you to determine customer behavior trends and patterns. A good voice analytics solution can provide your agents with next best offer suggestions from a sales perspective (or next best action from a services perspective).
5. Cost Savings
Cost savings is one of the reasons that companies look into voice analytics solutions. These savings can be in the form of reduced quality management and monitoring costs, providing web-based self-service options for the most common and simple issues, or reducing training costs by helping call centre managers identify problem areas where agents need support.
Whether you manage an inbound or outbound customer contact centre, voice analytics can help you create better customer experiences and give your company a competitive edge.