Daviker Speech Analytics | Increasing Productivity and Compliance
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Speech Analytics

Increasing productivity and compliance on every single call.

Speech Analytics is an incredibly powerful tool that allows you to automatically identify what is and what isn’t being said on all your calls 24/7/365.

The goal of Speech Analytics is to identify high risk calls to your Quality Control department. The tool will identify the needles to your Quality Control team so they don’t have to wade through the hay stack to ensure Quality Control is listening to the right type of calls, not just the right quantity of calls.

Speech Analytics
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The two major benefits of Speech Analytics are compliance and performance. It can automatically score every single call against your compliance criteria in real time and can analyse and score all calls for selling opportunities achieved and missed. It also allows for greater learning opportunities for your agents as immediate feedback can be requested following a flagged call for poor performance or compliance risk.

Daviker have been building contact centre solutions with an emphasis on increasing performance and compliance for over a decade. We use this same methodology when implementing a Speech Analytics solution. We find that working this way with a focus on performance and compliance means the tool is received far better than when it is just used as a fault finder. We implement Speech Analytics solutions that increase performance, increase compliance and add value across the whole business.

Download our Speech Analytics Solution Guide

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Key Features
  • Allows you to automatically identify what is, and what isn’t being said on your calls 24/7, 365 days a year.
  • We build a library of all the phrases you want to identify, and all the different ways of saying those phrases.
  • Analyses 100% of the calls, 24/7, 365 days a year.
  • Identifies high risk calls to your Quality Control department.
  • Automatically scores every single call against your compliance criteria, in real time.
  • Identifies all selling opportunities taken and missed, and scores each call, agent and team against your sales pitch criteria.
  • Instant feedback means that performance can be affected very quickly.
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Drive Performance.

Daviker Speech Analytics drives performance by allowing every call made by every agent to be checked for cross selling opportunities, the use of best practice and appropriate closing techniques. With Speech Analytics valuable information can be mined from live and historical call recordings such as competitor information and common objections which can then become the basis for further training. Agents are quickly presented with scores on their calls, areas of concern and suggestions for improvements, rapidly increasing their chances of success.

Drive Compliance.

Compliance will be significantly improved with Speech Analytics due to the fact that every call, rather than a small percentage are being checked. With Speech Analytics each call is scored against predetermined criteria and calls with low compliance scores are immediately highlighted to management for action. Compliance scoring allows team leaders and management to see their current compliance score in real-time via the Speech Analytics dashboard, allowing them to quickly identify and deal with issues.

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Reduce Costs and Increase Profitability.

Daviker Speech Analytics can reduce compliance costs significantly by focusing your compliance team on the high risk or low quality calls in the business rather than spending time looking for those needles in haystacks. In a typical contact centre environment we have found that just 4.8% of all calls are analysed for compliance, quality and best practice. With Daviker Speech Analytics you can be confident that 100% of all calls 24/7/365 are being analysed to drive compliance and performance.

Core Solutions.
Customers & Friends.
General Dynamics
Totemic
Marston Group
Van Compare
Commercial Power
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Increasing productivity and compliance on every single call.

Speech Analytics is an incredibly powerful tool that allows you to automatically identify what is and what isn’t being said on all your calls 24/7/365.

The goal of Speech Analytics is to identify high risk calls to your Quality Control department. The tool will identify the needles to your Quality Control team so they don’t have to wade through the hay stack to ensure Quality Control is listening to the right type of calls, not just the right quantity of calls.

Speech Analytics
Speech Analytics Quote

The two major benefits of Speech Analytics are compliance and performance. It can automatically score every single call against your compliance criteria in real time and can analyse and score all calls for selling opportunities achieved and missed. It also allows for greater learning opportunities for your agents as immediate feedback can be requested following a flagged call for poor performance or compliance risk.

Daviker have been building contact centre solutions with an emphasis on increasing performance and compliance for over a decade. We use this same methodology when implementing a Speech Analytics solution. We find that working this way with a focus on performance and compliance means the tool is received far better than when it is just used as a fault finder. We implement Speech Analytics solutions that increase performance, increase compliance and add value across the whole business.

Online Request

DemoTrialConsultation



Please leave this field empty.

captcha
Please enter this code in the box below.

Add me to your mailing list

Download our Speech Analytics Solution Guide

Data Performance + Agent Performance = Contact Centre Performance.

Benefit icon

Drive Performance.

Daviker Speech Analytics drives performance by allowing every call made by every agent to be checked for cross selling opportunities, the use of best practice and appropriate closing techniques. With Speech Analytics valuable information can be mined from live and historical call recordings such as competitor information and common objections which can then become the basis for further training. Agents are quickly presented with scores on their calls, areas of concern and suggestions for improvements, rapidly increasing their chances of success.

Drive Compliance.

Compliance will be significantly improved with Speech Analytics due to the fact that every call, rather than a small percentage are being checked. With Speech Analytics each call is scored against predetermined criteria and calls with low compliance scores are immediately highlighted to management for action. Compliance scoring allows team leaders and management to see their current compliance score in real-time via the Speech Analytics dashboard, allowing them to quickly identify and deal with issues.

Benefit icon
Benefit icon

Reduce Costs and Increase Profitability.

Daviker Speech Analytics can reduce compliance costs significantly by focusing your compliance team on the high risk or low quality calls in the business rather than spending time looking for those needles in haystacks. In a typical contact centre environment we have found that just 4.8% of all calls are analysed for compliance, quality and best practice. With Daviker Speech Analytics you can be confident that 100% of all calls 24/7/365 are being analysed to drive compliance and performance.

Key Features:

  • Fast to install, easy to use – see benefits immediately.
  • Perform real-time speech analytics across multiple platforms such as dialler, PBX and mobile phone calls.
  • Build custom dictionaries of search phrases quickly and easily.
  • Detect emotionally charged phrases and caller complaints.
  • Mine historical calls for current phrases to identify historical trends.
  • Build easy-to-use call scoring forms to grade calls against KPIs.
  • Use scores to compare agents and teams against each other and against their previous performance.
  • Agent self-evaluation – easily send agents examples of their calls and ask them to score themselves against your assessment.
  • Real-time alerting – instantly alert management to non-compliant calls through a live call wallboard.
  • Historical reporting – compare the call centre as a whole, specific teams, campaigns and individuals agents performance and progress against business critical KPI’s.
  • Continual free of charge upgrades to keep your Speech Analytics solution compliant and cutting edge.

Who will use Speech Analytics?

Agents

Loves the fact she can get great feedback on her calls and be part of her own reviewing process.

Centre Manager

Finds it easy to spot anomalies and can quickly identify who needs help with achieving their KPI’s.

Compliance Manager

Can be confident every call is being analysed and can see progress against compliance KPI’s.

Managing Director

Has total visibility giving her confidence that her business is running efficiently and in the way she wants.

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