Speech Analytics For Call Centres
Monitor, analyse and assess interactions to increase productivity, quality assurance and compliance.
Never miss a word and measure the sentiment of calls
MaxContact’s Speech Analytics will monitor and analyse your interactions to give you a holistic view of each agent’s performance, which can then be measured against targets.
Positive or negative words and phrases can be highlighted to measure sentiment in the call, which provides an overall view of the interactions and can be displayed in easy–to–digest formats such as on Live Dashboards.
Quality Assessment
Grade calls against Quality Assurance forms which have been engineered to suit your business requirements, ensuring you are assessing your key criteria. Forms can be delivered as a matter of course to the QA team and interactions can automatically be categorised by type – for example, complaint or compliance.
Why Should You Use a Speech Analytics Tool?
There are many reasons why you should use a speech analytics tool. For example, it allows you to understand your customer's needs better as well as provide them with useful and helpful support.
This tool allows you to stay up-to-date and on track with changing customer needs. It also helps to personalise customer interactions based on real-time analysis to improve customer satisfaction and loyalty.
Moreover, speech analytics software automates the process of monitoring calls to reduce the need for manual reviews.
Speech analytics software can also increase your sales and revenue to help agents take on a range of opportunities during customer interactions.
Features you will love
Increase compliance
It is impossible to listen to 100% of calls in a call centre for compliance, quality and best practice without the aid of speech analytics. MaxContact’s Speech Analytics will monitor 100% of interactions, allowing you to maintain high compliance standards while also reducing staffing costs.
Promote performance
With 100% of interactions being monitored and able to be checked for cross–selling opportunities, objections and best practices for closing calls, the performance benefits are endless. This information can be filtered down and used in agent training to ensure they are maximising efficiency in the future.
Agent feedback
Agents can quickly be presented with their scores so that they can self–assess and learn from suggested improvements or areas that are causing concern.
Trend analysis
Delve into historical reporting to improve understanding of what is causing interaction volumes and subsequently what is holding the contact centre back from hitting KPIs and SLAs.
Affordable enterprise solution
MaxContact’s Speech Analytics software is available at an economic monthly cost, meaning your business can increase customer experience, compliance and agent performance without breaking the bank.
Frequently asked questions
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Speech analytics is used in the call centre as an automated monitoring tool. It will listen to and transcribe all calls whilst flagging key phrases and areas of importance.
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The first, and possibly the most important part, is to define the objectives. From here you can then break it down to the following stages -
- Collect Data
- Identify Metrics
- Segment Data
- Root Cause Analysis
- Sentiment Analysis
- Text Analytics
- Monitor Trends & Analyze data over time for variations
- Iterate and Improve
- Feedback Loop - Collaborate with operations for implementation. -
Call centre analytics involves analyzing data from customer interactions to improve operational performance. It includes evaluating key metrics like average handling time, first-call resolution, and customer satisfaction. By using tools and techniques such as sentiment analysis and text analytics, organizations gain insights to enhance efficiency, agent performance, and overall customer experience.
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Call centere analytics involves analyzing data from customer interactions to improve operational performance. It includes evaluating key metrics like average handling time, first-call resolution, and customer satisfaction. By using tools and techniques such as sentiment analysis and text analytics, organizations gain insights to enhance efficiency, agent performance, and overall customer experience.
Other Solutions Available
Check out what other solutions are available within MaxContact and how they can help grow your business.