Benefits of using real time speech analytics

Using speech analytics

Real-time speech analytics can highlight critical spoken mistakes to every agent and guide them interactively through every call.

The advantage that this gives is the ability to prompt every agent on every call to automatically:

• Remind them to say key phrases or terms when completing a verbal financial contract
• Advise them to slow down their speaking rate
• Advise them on how well the are following their script
• Prompt them to include useful information to up sell or cross sell other products
• Monitor the progress and performance of every call with every customer
• Respond to customer comments about competitor’s products or current promotions

Improve Agent Performance and Agent ROI

• No time lost between analysis, output and agent training
• Combined live analysis and interactive coaching
• Deliver targeted agent coaching: Tailor training to individuals needs

Avoid Costly Fines And Penalties For Non-Compliance

• Automatically monitor and analyse 100% of calls, 100% of the time
• Enable every new agent to be fully compliant from their very first call
• Tailored reporting demonstrates adherence to compliance and flags cases of non-compliance instantly

Instantly Reduce Call Handling Time

• Live, on-the-call speech analysis and real-time agent prompting decreases human error and increases first call resolution
• Reducing the need for call backs

Increase First Call Resolution Rates

• Live quality monitoring can flag supervisors during live calls for intervention if required
• Agents effectively have a personal coach on every call, highlighting their mistakes and commending their adherence to scripts or key phrases
• Live agent prompting reminds agents to provide all the necessary information to the customer on the very first call

Contributors

• Karen Jones of GemaTech

Author: Jonty Pearce