Six Reasons Why You Should Consider Voice Analytics in Your Contact Center
Executive Vice President
We work with an ophthalmology specialty hospital where we help them with their telemedicine initiatives.
The hospital’s patient support system receives a minimum of 500 calls every day for appointment setting. About 30% of these patients tell the agents that they tried booking an appointment using their website but couldn’t find that feature on the website.
As different agents attend to calls from different patients, they never flagged this as an issue.
Then, they signed up for a trial of our voice analytics software system.
The voice analytics system was able to assess the call recordings, and it helped them figure out that 30% of their patients seeking appointments couldn’t find the appointment booking feature on their website.
They then enabled that feature on their website and made it appear prominently on the home page itself. While the number of appointments did not reduce, the number of calls that the patient support system received came down drastically.
This allowed them to see the value of voice analytics, and they signed it up as a part of their patient experience infrastructure.
What Are the Reasons Why You Should Look at Voice Analytics?
1. Sentiment Analysis and Customer Experience
Would you agree that understanding emotions would be a great value-add in delivering customer experiences?
Voice analytics can help you understand customer sentiments. Apart from the spoken words, it can take into account the tone, pitch, pace, and awkward pauses – this will allow you to figure out if the customer is satisfied, frustrated, or confused.
When this is done in real time, your agents are able to adapt their approach and de-escalate potential situations, as well as offer a more personalized service.
2. Identify Agent Training Needs
Every call center generates gigabytes of call data that are recorded and stored. What do we do with them?
Unless there is an escalation and something untoward happens, nobody bothers about these recordings. This means that you are leaving a lot of money on the table in the form of intelligence you can gain from analyzing these recordings.
With voice analytics, you would be able to flag any compliance issues, misselling, and privacy issues. This would allow you to structure the agent training to avoid such problems.
3. Enable Self-Service Options
How do you go about implementing customer self-service options?
The easiest way is to run voice analytics on your call recordings and understand the most commonly reported problems that can be easily automated.
Once you identify them, implement those issues as a self-service option. This will reduce the number of calls your agents receive and free up their time for handling complex issues.
4. Real-Time Issue Detection
Voice analytics can detect real-time issues your agents might overlook. If the call is flagged because your customer is frustrated or if certain keywords are detected as a part of the call, your supervisors can barge into the call and help resolve the issues for your customers.
This would ensure that your customers feel reassured.
5. Data-Driven Decision Making
The gigabytes of data you collect as voice recording can be a goldmine of sorts for your organization.
It can reveal more than you imagine. It would help you understand your customer’s needs, wants, and desires while pinpointing their pain points and trends.
This can help you drive strategic decisions like product roadmap, pricing strategies, and policy changes.
6. Reduce Operational Costs
Voice analytics can easily ensure your adherence to compliance and regulations. Besides, it helps you enable self-service functionality, improves first-call resolution, and flags customer issues proactively.
You don’t have to perform any manual audits, reducing the time spent and thereby decreasing the operational costs.
Check out our blog on : Use Cases of speech analytics in call center
Customer experience is the biggest differentiator in the market today, and voice analytics is an essential tool in the customer experience armor.
It helps you boost agent performance, detect fraud, and ensure compliance and customer data privacy.
It offers real-time insights that help you cut costs, operate efficiently, and improve customer experience.
Add voice analytics to your customer experience function, and see how you transform your customers into ambassadors of your brand.