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What is speech analytics for? First of all, it provides automatic quality control of telephone conversations. It is irrational to single out a separate person who would listen to all telephone conversations of employees with clients. These are additional costs. And there will also be a human factor. The inspector may be acting in bad faith. He may accidentally not notice any errors of operators when talking with customers. And also they can agree with him so that he deliberately hides the flaws of a certain telephone operator. And the information system will not be able to agree. She doesn't have to pay her salary every month. The company's speech analytics will perform its work strictly according to the specified algorithm.
First of all, you can create a dictionary that will include invalid words in the conversation. After that, you can easily find those conversations in which these words occur. You can make several dictionaries and name each of them so that its purpose is clear. The dictionary may contain words that will define customer dissatisfaction with the company's work, dissatisfaction with the service, operator rhetoric, operator work, poor communication, lack of feedback, incompetent operator work, uncertain operator work, etc. The following are examples of invalid phrases that the program can detect in a conversation. You can train speech analytics by adding or changing these lists.
Speech analytics is especially important in sales. If the operator makes mistakes when talking with a client, then sales can be significantly less. Invalid conversations can be found in a variety of ways. You can make a selection of those telephone conversations where a certain word or phrase from previously compiled dictionaries is present in the conversation. You can also separately analyze the words of the client and the words of your operator.
Moreover, the use of speech analytics even allows you to find conversations in which the operator, on the contrary, did not say what he should have said. For example, did not say hello. Or the operator did not give the company name when answering the phone. Or didn't offer a product or service that your organization needs to offer to every customer who calls.
By the same principle, separate categories of conversations can be distinguished. If the client uttered a certain phrase, it means that he was interested in a certain service of yours or a certain product. You can create different additional dictionaries so that you can classify conversations into different groups. This will give you the opportunity to understand what percentage of buyers are interested in a particular type of your product.
Similarly, it is possible to understand the percentage of customers who not only called to find out the cost, but are ready to purchase a service or product. We are ready to place an order for goods or make an appointment with your employee to receive a service.
Speech analytics of calls even allows you to identify such conversations in which the operator interrupted the client, preventing him from fully expressing his thought. Which, of course, is unacceptable. Interruption leaves a bad impression on the client. You can even determine how many times the operator interrupted the client: both in quantitative terms and as a percentage.
And vice versa, it is possible to see how many times the buyer interrupted your sales manager in a telephone conversation. In addition, you can analyze the total number of interruptions in a conversation.
Speech analytics for contact centers can recognize silence. Silence is a bad sign in a conversation. You can also detect silence in a telephone conversation with a client. A numerical value will also be available - how many times silence has occurred. The percentage will also be shown.
Our speech analytics service can even analyze the speed of speech in a conversation. Both the speed of the operator's speech and the speed of the client's speech lend themselves to analysis. More important, of course, is the speed of the operator's speech. It is important that he does not speak too fast, so that the buyer has time to perceive the information. Speech speed is measured in words per minute.
It is also important to understand in a telephone conversation who spoke more: the operator or the buyer. You will be able to sample conversations in which the agent's speech is more or less than the desired percentage of the total conversation time. There is also the percentage of the client's speech from the total time spent talking on the phone. With such selections, you can additionally take into account the direction of the call: whether there was an incoming call or an outgoing call. It is also possible to take into account the duration of the call and a specific operator. The operator is an employee of the organization who communicated with the client by phone.
Evaluation of a conversation with a client can be set automatically by the analytical system. You can take into account all the factors that were described in this article above. Based on the presence of certain violations or their number, each conversation can be assigned a score on a five-point scale. And the sum of the ratings of all parameters added to the performance rating template will be the total rating of the agent.
You can perform various analyzes of telephone conversations. The analysis is performed for any period of time. The speech analytics system allows you to get statistics. According to the statistical data, various graphs can be built to visualize the situation. It is also possible to include statistical data in analytical reports on phone calls. You can create several different reports for different tasks.
See below for other helpful topics:
Universal Accounting System
2010 - 2024
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