Contact centre speech analytics support business objectives
With revolutionary new contact centre speech and sentiment analytics, businesses finally have the power to generate value from customer interactions in near real time.
Nov 20, 2020
Recent advancements in technology go far beyond work spotting. Artificial intelligence, advanced natural language processing and sentiment analysis allow businesses to gain deep insight into the reason for customers calling in, identify emotions, spot instances of noncompliance, improve customer experience and ultimately grow their revenue.
Customers benefit from speech analytics through personalised service, relevant information and easier interactions with contact centre staff. Near real-time analytics help to ensure that customers are understood the first time, which facilitates faster, more productive conversations.
Artificial intelligence adds value to human interactions. With support from the cloud, contact centre agents and customers can better understand eachother. And that’s just the beginning of the benefits provided by cutting edge speech analytics.
Create a more delightful customer experience
Customer experience (CX) is a key driver of business growth. When customers have a positive experience, they are more likely to continue their relationship with the company. In fact, a survey of global business leaders found that 81% of organisations believe CX is a top competitive differentiator, with 84% of those companies seeing an increase in revenue due to their CX improvement efforts.
Revolutionary new voice analytics help to improve customer satisfaction in near real time. The importance of first-call resolutions cannot be overstated. A PwC survey of 15,000 consumers showed that one-third of customers will leave a brand they love after a single bad experience.
When contact centre agents and managers utilise speech analytics, they can proactively spot opportunities for improvement as well as identify risk and compliance issues and make rapid adjustments to improve customer satisfaction. Without near real-time analytics, customer service issues could take days to resolve, and by that time, it might be too late
Generate cost savings
Advanced speech analytics solutions can deliver a positive return on investment in under six months. These results are achieved through improved agent and team leader efficiency, better explanations of failed calls to improve customer retention and optimised technology spending. Analytics also generates cost savings through reduced wastage of both customer’s and team member’s time. For example, AI can identify mundane and straightforward interactions — such as password resets or package tracking — and automate them while directing more complex interactions to customer service professionals.
Considering that most contact centres can only sample a very small percentage of their calls, it’s possible that instances of noncompliance are more widespread than managers know. This creates tremendous risk for steep fines and poor brand reputation.
Artificial intelligence does not have the same resource restrictions as human auditors. Speech analytics solutions can sample 100% of calls, ensuring much higher risk mitigation, saving potentially millions of dollars in fines.
In addition to preventing noncompliance, the new generation of speech analytics can also pinpoint elements of a call that are sub-optimal, helping managers to deploy targeted training programs for agents. Over time, analytics can help businesses improve the overall quality of their calls and earn more opportunities to increase revenue.
The nature of the technology itself can lead to savings. Cloud-based speech analytics are more cost-effective than solutions hosted on-premises. Contact centres that leverage the cloud benefit from lower IT costs while gaining benefits like software that is always up to date.
Support script adherence
Scripts help contact centre agents to leverage proven approaches to specific customer interactions. There’s no need for individual agents to reinvent the wheel every time they pick up the phone to interact with a customer. In many cases, scripts support adherence to compliance requirements as well as sales goals.
An AI solution like Daisee is extremely accurate at identifying if an agent has complied with either a verbatim or even a non-verbatim script. Team leaders can use the analysis to help coach agents to ensure they stick to the script while engaging with customers in a manner that feels natural. Plus, managers can review agent performance and identify which agents could use a little more training to fine-tune their approach to both script adherence and customer engagement. Visualisations provided within Daisee’s automated QA scorecard make it simple to see compliance risk conversations as well as soft skill development areas that will ultimately benefit revenue goals.
Create cross-sell and upsell opportunities
Detailed speech analytics can uncover opportunities for engaging prospects in productive conversations. A 2018 survey found that 63% of consumers are interested in personalised recommendations. Highly skilled agents may possess the ability to lead conversations with customers toward cross-sell and upsells. Automated speech analytics can identify these high-performing agents so that team leaders can use the techniques used by these agents to coach and improve the performance of other members of their teams.
Artificial intelligence augments human behaviour
In many ways, the 2020s represent the beginning of a new era of artificial intelligence. While great strides were made in the previous decade, artificial intelligence solutions have been rudimentary at best—until now. The future of the contact centre is just beginning to take shape.
While fully automated customer service solutions are gaining in popularity, they won’t replace humans anytime soon. A 2019 survey of U.S. consumers found that 86% prefer to interact with a human over a chatbot. Additionally, 71% of survey respondents said they’d be less likely to do business with a brand that didn’t have human customer service representatives.
Forward thinking companies use AI to augment human performance rather than replace it. For example, artificial intelligence can now empower small businesses to gain enterprise-level advantages. Big data is no longer just for big businesses. Cloud-based solutions allow companies of any size to scale their operations quickly while keeping their head count low and resource use optimised. And, because the technology resides in the cloud, companies don’t need to wait for updates; they’ll always have the latest version available to them.
Contact the experts at Daisee to learn more about how to gain the benefits of speech and sentiment analytics at your organisation.