How Speech Analytics Can Lead to Better Call Centre Staff
One of the main challenges faced by anyone who runs or manages a call centre is ensuring that their staff are performing at the best at all times. There are a number of solutions on the market such as workforce management software and predictive diallers that can increase productivity, however, these can only do so much to ensure the quality of the calls are at an optimum. Speech Analytics can help identify members of staff that need extra training by monitoring the quality of calls 24/7/365.
Daviker Speech Analytics uses sophisticated voice recognition technology, which can be programmed to identify when certain words are used. Inversely, it can also tell when certain words or phrases are not used during a call. This can be especially important in terms of ensuring that your staff are acting in compliance with regulations.
For instance, if on a sales call an operator doesn’t make the customer aware of certain terms and conditions, it can make that sale void. Speech Analytics technology can flag up any calls that are not compliant, allowing you to offer extra training to individuals as and when they need it, whilst saving you the task of having to check every single call.
As well as being able to pick out certain words and phrases, Daviker Speech Analytics is able to recognise voice patterns, for example, raises in tone when a call begins to become heated. By identifying where the high-risk calls are happening, you are able to offer extra training to individuals who may not be as experienced in dealing with such calls.