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Our organization is getting ready to implement speech analytics for the first time. What are some of the top uses of the solution that we should consider?

Our organization is getting ready to implement speech analytics for the first time. What are some of the top uses of the solution that we should consider?

9/10/2012

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Question
Our organization is getting ready to implement speech analytics for the first time. What are some of the top uses of the solution that we should consider?

Answer

There are many high-value uses of speech analytics for contact centers. The number-one use is to identify the reasons why people call. The second most common use of speech analytics is to automate the quality assurance (QA) process. Increasingly, vendors are selling analytics-enabled QA solutions where speech analytics is used to identify calls for review, instead of the traditional manual approach where supervisors (or QA specialists) had to listen to many calls in order to find the few that would benefit from further attention and analysis.

As contact centers remain productivity-oriented, even in the “customer experience era,” the third most common use of speech analytics is to improve first call resolution (FCR) rates by decreasing the number of calls that are transferred, placed on hold or require a follow-up callbacks. A pure productivity play, and the fourth most common use of speech analytics, is reducing agent handle time. The solution can identify long calls and help determine the underlying reasons for extended talk time. Script compliance is the fifth most common application of speech analytics. This is where organizations use the solution either to ensure that agents have communicated necessary information to a caller, e.g., reading a disclosure at the end of a transaction, or to make sure that an agent or collector, for example, did not say prohibited things. The return on investment for compliance applications can be extremely high for regulated contact centers, such as collections environments.

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