5 Top Training Benefits of Speech Analytics Technology
Speech analytics technology can be remarkably beneficial when training contact centre staff.
The speech analytics technology of modern call-recording is often lauded for the wonder effects it’s had on contact centre compliance. But what can it do for other areas, such as training and the improvement of customer experience? Daviker investigates.
On average, businesses that don’t use speech analytics check only 4.8% calls for quality, compliance and best practice; meaning that these companies will only ever find 4.8% of poor-quality calls. On the other hand, those that do utilise this advanced software can be confident in 100% of their calls. By automatically analysing and checking calls against set criteria, speech analytics ensures 100% compliance and will flag up any high risk calls or agent activity.
Much has been written on call centre compliance, and speech analytics has been hailed a hero that keeps companies on the right side of the law. However, there are many other bountiful benefits to this software, particularly when looking for ways to strategically improve a contact centre’s customer experience. Furthermore, the many features of speech analytics software often influence a company’s training programmes. The following are Daviker’s Top 5 Training Benefits of Speech Analytics:
1. Having the ability to listen to, and understand, your customers
A report from PricewaterhouseCoopers (PwC) identifies the importance of understanding not only “what customers say but also the intent behind the words” – not all agents are psychologists, and speech analytics can help eradicate the frustration of any ‘lost-in-translation’ scenarios.
Call recording technology can unlock a wealth of daily insights that get shared by customers on every call. Such is the advanced nature of this technology; it can listen for specific negative phrases such as ‘not happy’, ‘make a complaint’ or ‘speak to a manager’. This helps both agent and supervisor detect the emotional state of the caller after which speech analytics software can then advise the agent on how to continue the call. This real-time data can be set to trigger certain prompts; information that’s designed to help agents deliver a much more informed and responsive customer experience.
2. Seize the opportunity to upsell
Prompts are also great to remind agents of potential upselling opportunities. If a contact centre offers multiple products that happen to complement each other, when one sale goes through, speech analytics software will prompt the agent to offer the consumer the sister product as a natural follow up.
For example, one of our high profile clients is a UK-based insurance provider. The department that’s designated to deal with motorbike insurance uses the speech analytics platform to ensure that every time a customer signs up for motorbike cover, they’re also offered helmet and leather insurance alongside their new policy. If an agent repeatedly fails to ask their customers about the additional cover, this is flagged up to the relevant team manager and the appropriate ‘upselling’ training programme is put into place.
3. Replicate the work of successful agents
Speech analytics technology is great for discerning the tactics of a contact centre’s top sellers. If somebody seems to have the ‘gift of the gab’, speech analytics can find out exactly what it is they’re saying – and help management pass this information on to other members of staff.
There are always certain areas that a company would like to see staff improve in – for example, let’s look at cross-selling. If one particular agent excels in cross-selling, speech analytics can use call-driver analysis to examine the structure and pattern of that agent’s successful calls. This information can then be used to train others as to where/when/what they should say, improving other agents’ overall chances of making multiple sales.
4. Tag calls by type to improve training efficiency
Speech analytics enables management to tag calls by type. For instance, calls can be viewed by sale success or failure, or according to certain ‘customer satisfaction’ levels; management can use the software to listen to every call where a customer said negative phrases such as the aforementioned; all of these undesirable terms can be grouped in one handy category for analysis.
By having the ability to quickly group these calls, agents that require customer-service training can be identified much more quickly. Companies are able to identify exactly where, how and why customer experience might fall below standards, enabling them to see which agents need specific training to be able to improve.
5. Report on individuals or teams, to find out who needs help
Similarly to tagging calls, speech analytics reporting can help make training much more efficient. Reports can either be on individual or team-wide basis; contact centres can track a new agent’s progress, compare an agent against their peers and identify where the company might need to invest in one-to-one training.
Not only is this type of reporting beneficial for the contact centre, it can help employees analyse their own performance too. Speech analytics is a fair, honest way or monitoring an agent’s work; employees and calls can be clearly and comprehensively assessed to track progress.
Speech analytics technology can do wonders for contact centre compliance, and many aspects of training. If you’re looking to make your contact centre 100% compliant or improve training and customer experience through speech analytics software, call Daviker today on 0843 634 5372.