Do you see real-time speech analytics playing a part in the quality process? For example, could you use real time analytics alerts to drive quality?
Question
Do you see real-time speech analytics playing a part in the quality process? For example, could you use real time analytics alerts to drive quality?
Answer
Real-time speech analytics is a new capability and its use cases are just starting to emerge. The three top uses of real-time speech analytics are:
- Identifying unhappy customers
- Identifying at risk-customers
- Identifying sales/up-sell opportunities
Here are a few ways in which real-time speech analytics could improve the customer experience:
- When an unhappy or angry caller is identified, a supervisor could be notified in real time so that they can join the call. While it’s not a good practice to have a third-party break into a call, it is worse to let an angry or very unhappy caller hang up when their issue could have been resolved by a supervisor. This approach could improve quality and the perception of the organization.
- Reducing customer attrition by identifying at-risk customers and taking the right actions to retain them. Speech analytics can be used in conjunction with desktop analytics. When an at-risk customer is identified by the real-time speech analytics application, it can kick off a real-time guidance script or set of instructions to advise the agent about how to retain the customer. In this case, the combination of real-time speech analytics and real-time guidance combine to improve the customer experience by resolving the issues that were driving the customer to cancel their account.
- Selling the customer the products or services that they want is another way to improve the customer experience, and could possibly eliminate the need for a callback, which improves first contact resolution and service quality. In this case, the real-time speech analytics solution identifies a sales or up-sell opportunity and uses the real-time guidance application to give the agent a list of suitable product recommendations. Of course, it’s up to the agent to decide if it’s appropriate to attempt an up-sell and exactly what to offer, but using the real-time analytics and guidance solutions improves the chances of identifying an appropriately targeted offering.
There are a few other ways in which real-time speech analytics can improve quality and the customer experience. Real-time speech analytics can be used for script adherence, and when agents say the wrong thing, a real-time speech analytics solution can issue an alert so that the agent can self-correct. Real-time speech analytics and guidance can also be used to notify agents when they do not verify a caller or fail to provide information required for regulatory compliance. Although the agent may not do the verification at exactly the right time, once reminded, they can do it later in a conversation, which is better than not doing it at all.
