Why Speech Analytics Will Become the Go-To Technology for Contact Centers


In the past year, contact centers quickly became the bridge between businesses and customers whenever they had questions, concerns, or complaints. Here, Natterbox’s CEO, Neil Hammerton explains how having the right tools to analyze calls for keywords and other actionable insights can enable contact centers to save time, increase productivity, and improve both callers’ and agents’ overall experience.

Within the past year, customer service has become especially valuable as consumers found themselves at home and with fewer options to connect with their favorite brands. Contact centers quickly became the bridge between businesses and customers whenever they had questions, concerns, or complaints. As the number of customer calls increased, having the tools to capture and record all customer interactions became essential for companies.

But what happens to these call recordings? We know that customer calls are often recorded for training, quality assurance, and to ensure compliance. Many of these recordings remain stored on a hard drive without anyone ever listening, that is unless they already know there was a problem on the call. At that point, someone is usually required to physically listen to the entire call to find the one area of discussion that requires a closer review. It’s a long and arduous process, to say the least, but that’s where speech analytics can really show its value.  By analyzing calls for keywords and other actionable insights, contact centers can save time, become more efficient, increase productivity, and improve the overall experience for both callers and agents.

Learn More: 5 Ways Your Contact Center Agents Can Avoid Burnout

Stay on Brand While Staying Informed

Contact centers frequently record calls to ensure that their agents are doing a good job. They want to know that employees are starting and ending calls using consistent company messaging, when applicable, and sharing information about any sales or promotions. Contact centers are also interested in knowing if a customer is upset about a particular product or service. 

Instead of waiting for a problem to be reported, some contact centers have chosen to randomly listen to a number of calls every week. This may be better than nothing, but it also requires a tremendous amount of time. Contact centers that do this will still miss out on the vast majority of calls, hindering their efforts to provide superior service. 

Speech analytics eliminates these limitations by providing a transcript of every call. But instead of reading through every line – which would be almost as time-consuming as the task of manually listening to each recording – artificial intelligence (AI) can monitor and flag specific keywords or phrases used during the conversation. 

For example, if a contact center wants to know when a customer uses words like “complaint” or “disgusted,” AI can do that automatically and detail when those words came up in a particular call. Similarly, AI can highlight how often the correct greeting is used, allowing managers to provide feedback to ensure agents know how to address callers going forward.

With this specific knowledge in hand, contact center managers can remove the guesswork from their job. They know exactly which calls to listen to, as well as the exact moment in which the area of concern is discussed. This is powerful information that is helping to alter customer service experiences in the call center.

Learn More: Why Intelligent Automation, And Not AI Drives Contact Center Efficiency 

Maintain Compliance and Prevent Future Errors

Compliance is another major concern that contact centers have, particularly for financial institutions. They may have a disclaimer or other compliance statement to share when discussing or selling a particular financial product. If the right details are not shared, customers may say that they were not properly informed and complain, hurting future sales potential. And if those complaints mount, it could become a legal issue if regulators get involved.

Speech analytics allows managers to stay on top of possible issues if and when these mistakes are made and then take quick corrective action. The technology can be used to zero in on the specific portion of a call in which the issue occurred. As AI capabilities continue to advance and take on a more prominent role in the contact center, the potential for speech analytics could be limitless.

Improve Efficiency and Productivity

Speech analytics has the power to dramatically change the efficiency and productivity of contact centers. This technology can pinpoint concerning words, help identify sentiment and even highlight when positive or negative comments are made. It also has the ability to highlight when customers express disinterest in a product or convey that the price is too high. With these and other powerful capabilities, speech analytics is quickly becoming one of the most essential technologies for improving customer service.

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