Highlights : About Voice Analytics
Increase in-call productivity
Software automatically detects in-call speech, music and void periods
An average call-center has about 30% nonproductive in-call period
It totals of 13.000 hours a year in a 100 seat call center
It is not just operator’s but also the customer’s valuable time
Emotion analysis for improve customer experience
Measure emotions in each call
Differentiate between happy, neutral, uncertain, disappointed or displeased moods
Keyword detection
Validated return on investment
Product Details
Benefits
Increase customer retention’s efficiency
Start retention workflows by filtering out the most displeased customers. Immediate and efficient reactions to the displeased customers improve both customer retention and quality of customer handling.
Reduce internal agent turnover
Increase loyality and give better training of call center operators by providing them transparent, objective feedbacks, rating and coaching about their performance Use regular reports and automatic suggestions in order to keep them well-trained and maintain a consistent quality management.
Reduce authority and legal cases
Use keyword and emotion filters to locate threatening calls that probably end up in authority or legal case. Reduce the number of these harmful cases by calling back the customer and handle the situation in a proper way before it’s too late.
Raise efficiency of call handling
Reduce unneccesary music and void times during call handling and analyse root causes of them. Decrease average call times and increase quality of call handling in parallel. There might be lots of differences even at operator level, so track and analyse each call.
Boost sales conversion rate
Increase sales conversion rates by analyze successful and unsuccesfull sales attempts. Reveal differences in speech stlyle, keywords and in other meaningful metrics. Method can be applied to either direct sales or to offers during inbound calls.
Automated agent-coaching
Provide a transparent and objective track of each agent’s progress. Increase your operator’s train level and efficiency by using automated feedback on each key metrics.
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