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.
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.
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.
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.
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.
Many contact centre staff will tell you that the patience of a saint certainly comes in handy when working in this industry. Learning how to handle disgruntled customers takes not only patience but time and skill too; it’s a necessity as customers will frequently express their frustration by aiming their complaints at staff members.
We’re delighted to announce that Daviker has recently been awarded an agreement to supply to the public sector. This will be under the G-Cloud 8 framework. What Is G-Cloud 8? G-Cloud is an initiative targeted at public-sector bodies in departments of the UK Government of commodity IT services; particularly bodies that use various cloud computing software. The initiative consists of a […]
The speech analytics market has hit global headlines this month, as research into its growth has been released by multinational market research firm, MarketsandMarkets. Figures indicate that the speech analytics market is estimated to grow from USD 589.1 million in 2015 to USD 1.60 billion by 2020. This represents an estimated Compound Annual Growth Rate […]
DDC Outsourcing Solutions has been developing and delivering critical information management and BPO solutions since 1987. Services include digital mailroom solutions, customer acquisition, multimedia response handling and accounts payable processing, as well as document scanning, data capture and many more.