The Case for Speech Analytics: Improving Quality Program Impact for the Customer Obsessed
Being customer obsessed means you make the commitment and the investment in being able to respond quickly to customer needs to realign—or even reinvent—how you do business.
Although most organizations have a quality program in place, they often produce less than compelling business value. What’s more, traditional quality programs don’t provide organizations with the responsiveness needed to affect change.
Adding speech analytics to quality programs can help organizations hone in on the specific things that matter to the business, to produce significant insights to guide changes that can help reduce customer complaints, repeat calls, compliance risk and customer churn—as well as increase upsell success rates and customer satisfaction and loyalty.
This significant ROI can fuel increased investment and attention to quality and Voice of the Customer programs, equipping your organization to become customer obsessed—to lead and create interactions that win, serve and retain customers.
In this video I share four key ways speech analytics can tune your quality program for greater impact:
Assess a larger sample of calls. With speech analytics, you can assess more calls with the same resources. Today’s contact centers only have the resources to assess 1% or fewer of total calls. This means organizations have very little insight into issues that positively or negatively affect customer effort and agent performance from the other 99% of interactions. Speech analytics allows organizations to “listen” to almost all calls—evaluate thousands of calls daily, automate the aggregation of all interactions, and categorize calls into topics of business relevance. Valuable insights are captured.
Eliminate randomness for sharper focus. Instead of using a random sample of numerous low-value calls for quality checks, speech analytics enables organizations to choose specific call types where agents add value or detract it from the business. Critical quality management program resources can then be focused on those calls flagged that point to statistically significant knowledge, behavior, skill gaps or process improvements needed both inside and outside the call center. Organizations can then better understand root cause and other key business issues apart from human bias.
Get ahead of the curve with customer intelligence. Speech analytics-driven quality can make your program more proactive—helping automatically discover new customer issues that may need monitoring. You might discover customer behavior trends you weren’t even looking for. For example, speech analytics may uncover more frequent mentions of a certain competitor. When organizations are informed faster, they can respond faster.
Make coaching more targeted. By setting up alerts, daily scorecards and reports, you can take quick action when a knowledge gap or issue surfaces. Instant feedback is much more effective for the agent and helps prevent the same issues from recurring on other calls. Speech analytics can provide agent stack-rank reports and performance scores—offering organizations insights as to which agents need coaching based on all their calls as opposed to just a sample.
To learn more about how speech analytics can improve quality management in your organization, and to get your questions answered by our panel of experts, register for our ‘Ask the Experts – Analytics-Driven Quality Management’ Webinar on April 27 at 1 p.m. ET.
The post The Case for Speech Analytics: Improving Quality Program Impact for the Customer Obsessed appeared first on Customer Experience Management Blog.
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