Request a Demo





    December 14, 2023

    Improve Customer Experience With Call Center Speech Analytics

     

    As companies prioritize customer experience, speech analytics in call centers has become essential. Analyzing caller issues and improving agent interactions is important now more than ever, and speech analytics plays a big role in improving this experience. Keep reading to discover how call center speech analytics can revolutionize the customer experience.

    What is Call Center Speech Analytics?

    Call center speech analytics is a technology that analyzes customer interactions in call centers. It does this through advanced algorithms that transcribe and analyze recorded calls, helping businesses gain insights into customer behavior, sentiment, and overall experience. 

    With speech analytics, businesses can extract important information such as keywords, phrases, and competitor information. This allows managers to identify trends, patterns, and areas that require more attention. 

    Ghvtodoemohwa8bpqj6 Awqj9uxywo4wmnbieg8qdwj5lgdbugsas Xft San8vboympqz289rygpuozpekzljizyyo4avtatdzaq8bgxrqz0zkeqpeguwvqubgkyyjtepr Bl21adhs

    Call Center Speech Analytics vs Voice Analytics

    The dynamic world of customer service demands businesses to seek innovative ways to enhance call center operations constantly. Two powerful tools that have emerged are call center speech analytics and voice analytics. While they may sound similar, they have distinct focuses and applications. 

    Speech analytics revolves around analyzing conversations within the call center using advanced algorithms and natural language processing. Voice analytics, on the other hand, has a broader scope and can be applied in various contexts beyond call centers. It involves analyzing voice recordings or real-time voice data to extract meaningful information. Voice analytics encompass a range of applications, including sentiment analysis, emotion detection, voice biometrics, and more. 

    What are Real-time and Post-Call Speech Analytics?

    Real-time speech analytics involves analyzing conversations in the moment as they happen. It uses advanced algorithms to process and analyze the content and context of the conversation as it unfolds. This allows call center supervisors and agents to receive immediate feedback and insights during a call. Real-time speech analytics help identify customer sentiment, thereby prompting agents to respond accordingly for customer satisfaction.

    On the other hand, post-call speech analytics involves analyzing recorded conversations after they happen. The recordings are analyzed using speech analytics software that can extract valuable insights, trends, and patterns from the conversations. Post-call speech analytics provides a more comprehensive and detailed analysis of the interactions, allowing a deeper understanding of customer needs and agent performance. It is mostly used to identify training opportunities, compliance issues, or areas for process improvement. 

    Depending on the specific goals and needs of a call center, either or both approaches can be implemented to enhance customer service and drive operational excellence. 

    How Does Call Center Speech Analytics Work?

    Call center speech analytics work to improve the customer experience in numerous ways as follows:

    Natural Language Processing

    Natural Language Processing (NLP) is a technology that helps to analyze and interpret human language by computers. It is widely used in customer service to automate the process of understanding and responding to customer inquiries and conversations. The process begins with converting spoken language to text using Automatic Speech Recognition (ASR) technology. This transcribed text undergoes meticulous preprocessing, a phase where errors introduced during transcription are rectified, and the text is normalized, rendering it amenable for analysis.

     

    After being transcribed, the text undergoes various NLP techniques, including sentiment analysis to determine the emotional tone of the conversation, whether it’s positive, negative, or neutral. Keyword extraction techniques are used to identify important terms and phrases that appear frequently in transcripts. NLP is also leveraged for topic modeling, which clusters conversations based on shared themes or subjects, providing insights into prevalent customer concerns.

    Additionally, intent recognition is done to decipher the purpose behind customer queries or statements. This directs incoming calls to the appropriate departments or provides relevant information to the caller. 

    Beyond immediate interaction analysis, NLP extends to monitoring compliance and service quality in the call center. It analyzes both customer and agent language to measure adherence to guidelines and expected service levels.

    Phonetics

    Phonetics facilitates the deciphering and comprehension of spoken language. The spoken words are meticulously disentangled into fundamental units of sound called phonemes, which are essential for distinguishing between words. These are the sounds made when we take, such as “oo” in “food, or “ea” in easy. 

    Speech-to-text software must be sophisticated to understand speech accurately. This is because factors such as accents and words that are pronounced the same may challenge the software’s understanding. For instance:

    • There/Their/They’re
    • Heir/Air
    • Whine/Wine
    • Bare/Bear

    Then you have the issues of accents where words sound very similar, such as:

    • Metal/Medal
    • Bazaar/Bizarre
    • Meter/Mitre

     

    Many words sound the same when broken down into phonemes and even more when different accents are involved. There are 42 recognized accents in the USA alone, with even more in places like the UK. That fact can lead to many issues within the speech-to-text software and make it sometimes unreadable after completion.

    After transcribing, the phonetic algorithms come into play, orchestrating an analysis that includes sentiment analysis, keyword detection, and the identification of specific phrases or language patterns. This skill is invaluable when dealing with the various pronunciation nuances, accents, and dialects often encountered during customer interactions.

    Other than transcription, phonetics contributes to the emotional intelligence of speech analytics systems. These systems gauge the emotional situation of a conversation by scrutinizing pitch, tone, and intonation, discerning customer satisfaction, frustration, or other nuanced emotions.

    Large Vocabulary Conversational Speech Recognition (LVCSR)

    LVCSR is a newer technology that matches whole words instead of phonemes. It requires a vast database compared to the phonetic alternative and processes data slowly. However, it is more accurate and, therefore, a better option.

    The process begins with capturing audio from call center interactions. This audio data is processed to improve quality by removing noise and normalizing volume. The system’s acoustic modeling employs machine learning algorithms to recognize phonemes, which are the basic units of speech sounds.

    The system uses Language modeling to comprehend the structure and context of spoken language. This involves considering word patterns and using context to boost transcription accuracy.

    The primary consideration with LVCSR is that it needs to have hundreds of thousands of matches for words instead of sounds.

     

    For example:

     

    Call centers use voice technology.

     

    Phonetics will see that sentence with each sound; “ca”, “ll”, “cen,” “ters,” etc.

     

    On the other hand, LVCSR uses direct word correlation and puts them into a sentence with an “n” value. The “n” value is how many words the software can process at one time; for example, “n-2” would see the sentence like this:

     

    Call centers

     

    Centers use

     

    Use voice

     

    Voice technology.

    If all of the words fit together, it will produce a complete sentence. Therefore, it is a much slower method, but it is a lot more precise as developers enter different accented words into the database.

    To further enhance accuracy, speaker diarization is used to differentiate between multiple speakers in a conversation. The system aims to understand the context by interpreting not only individual words but also the relationships between them. After transcription, the text is fed into speech analytics tools that allow sentiment analysis, identification of key phrases, and categorization of calls based on predefined criteria.

    Benefits of Speech Analytics in a Call Center

    Speech analytics is one tool a call center can’t afford to not have because of its numerous benefits. These are as follows:

    Improves Customer Experience

    One of the main purposes of having a call center is to ensure a smooth customer experience, thereby enhancing satisfaction. By analyzing customer interactions, speech analytics helps managers to monitor the quality of service given by agents. 

    Tools such as sentiment analysis enable the detection of emotions, allowing prompt action. This reduces the chances of negative experiences during conversations. 

    Real-time Agent Assistance

    Sometimes agents are caught off guard and might not have an answer to every question from the customer. Thanks to speech analytics, they can now handle such situations with ease as the software provides them with prompt responses during conversations. Uncover the World of Duplicate Watches Online with Patek Philippe nautilus replica – the Trailblazers!

    Quality Assurance

    Your call center can only perform well if it receives proper quality assurance. With speech analytics software, your managers and supervisors receive insights that help in assuring and monitoring the quality of services. 

    Automates Agent Scoring

    Agent scoring informs managers of every agent’s performance. Given the numerous activities that take place in call centers, it might be challenging to monitor each agent manually. This is where speech analytics comes in. The software keys in points for every keyword mentioned and then sums it into scores. Supervisors can then analyze individual scores and identify areas of improvement.

    Data analysis

    Through speech analytics, call centers can extract and analyze data from recorded calls, enabling pattern and trend identification. Key information such as customer preferences, sentiment, and behavior are promptly generated using speech analytics. This helps in making data-driven decisions that improve call center operations. 

    Ensures call center compliance

    Call centers must adhere to strict compliance rules that apply to customer relations. During training and onboarding, agents are educated about these and cautioned against breaking the rules. However, human mistake is inevitable, and agents might sometimes fall on the wrong side. 

    If it were up to the agents, some would not report such incidences, making your business vulnerable to a lawsuit. With that in mind, the fact that speech analytics monitors conversations in real-time, it flags situations whenever compliance regulations are not followed and alerts managers immediately. This allows the call center to handle the situation before it escalates.

    Agent Coaching and Training

    Speech analytics closely track agent scorecards, and this enables supervisors to identify agents that are lacking in certain areas. You will always have high-performing agents and those who are struggling to get a good score. 

    When you know the specific areas of difficulty, you can provide personalized coaching and training for the agents, thereby boosting their work morale. You will also notice an improvement in customer satisfaction when your agents are performing well. 

    Essential Features of a Call Center Speech Analytics Software

    When looking for speech analytics software, consider these key features for optimal results.: 

    AI-Powered

    AI has revolutionized call center operations making it easier and faster to complete tasks. Things such as sentiment analysis, automated transcription, and keyword identification are made easier through the use of AI. An AI-driven approach enables call centers to gain deeper insights into customer needs, preferences, and pain points. 

    Precise Transcription

    Gone are the days when call centers would hire human transcriptionists to analyze voice recordings and transform them into written data. With AI-powered speech analytics, call centers can now transcribe audio within moments.

    Customizable dashboards

    Every business has unique needs and, as a result, operates differently. Customizable dashboards allow call centers to tailor the analytics software to their specific needs and preferences. This way, managers can choose the metrics, visualizations, and layouts that are most relevant and useful for their operations. 

    Advanced analytics

    Advanced analytics takes data analysis to the next level by providing more in-depth insights and actionable intelligence. It allows call centers to go beyond metrics and delve into more complex analysis techniques. This includes predictive analysis, which uses historical data to forecast future trends and outcomes. It also involves text and sentiment analysis, which help identify customer emotion.

    Can be Integrated with other tools

    When the speech analytics software can integrate with other tools, it allows seamless collaboration and data sharing between different systems. This may be tools like customer relationship management (CRM) software, workforce management systems, or quality monitoring solutions. 

    User-Friendly Design

    Speech analytics software brings no good to your call center if agents, supervisors, and managers cannot navigate it. It should be designed with a simple and intuitive interface. User-friendly software streamlines workflows, saves time and reduces the learning curve for new users. 

    Speech Analytics Powered by Artificial Intelligence, Verified by Human; An Approach by Call Criteria

    As you may have experienced from using “speech-to-text”, these tools aren’t always accurate and are prone to errors. You would need to hire a speech analyst to spend 30% of their time listening to recordings. This gap in speech analytics, which most solutions don’t mention, is what Call Criteria is striving to solve by using our human QA’s and Artificial Intelligence.

    Accuracy when analyzing call center data is a priority and Call Criteria understands this. Truth be told, AI alone cannot provide 100% accuracy, no matter the level of advancement. But because most solutions don’t want to go the extra mile to provide human QA’s they end up selling the point that AI is self-sufficient. Don’t fall for this lie. 

    At Call Criteria, we supplement all our AI-powered processes with human verification. AI might misunderstand certain words in a conversation, therefore, wrongly placing sentiments. Such is why you need the precision of the human ear. 

    Revolutionize your call center performance with the unmatched speech analytics software from Call Criteria – the industry leader in providing the best. Partner with us today for the ultimate experience. 

    STILL HAVE QUESTIONS?

    Further Information and FAQs

    Real time call center speech analytics help companies and agents analyze ongoing customer calls to gain actionable insights.

    These real time insights can enable businesses to see how their employees are interacting with their customers.

    Call Criteria is a one stop solution for all your call center speech and voice analytics.

    We have –

    AI Human Verification – Get human assisted AI services that make your call center speech analytics even more accurate and efficient.

    AI Enabled Voice Analytics – “Speech to text” tools aren’t always accurate. You’d need to hire a speech specialist to listen to the recordings. We will solve this by using human QA’s and artificial intelligence, both.

    Coaching – Our QA’s are adept in speech and voice analytics. We can train your agents to give the best output and continue to fill gaps in customer service.

    Quality Assurance – Ensure that your agents will comply with all rules and be able to satisfy your customers’ queries to their satisfaction.

    Sales Performance – Boost your sales with direct feedback from customers and sales support through a fully optimized call center process.

    Sentiment Analysis – Identify why your customers are unhappy and find ways to make them happy. Direct your agents in the right direction to customer satisfaction.

    Our call center speech analytics tools have been developed over time after a lot of research and testing.

    With our advanced tools, you can  –

    • Extract Customer Journey Analysis – See how your customers interact with your business through call center data.
    • Analyze Data – Our tools automate reports that you can generate at the tap of a button.
    • Correlate Data and Uncover Trends – Find new insights and ideas to make your business better with the help of our tools.
    • Performance Measurement – Measure how your call center agents improve through scannable and quantitative measurement.
    • System Flexibility – We understand that every business is different and so are the needs. We can give you customized tools that work perfectly according to your business needs.
    • System Scalability – Our tools adapt to your business as it grows. We track agents and help them improve their interaction with your customers.

    There are a number of ways you can track efficiency of sales calls.

    • Volume of calls per team and agent
    • Measurement of average sales per team (conversions)
    • Monitor average handle time
    • Leads from technology where human element falls short
    • Average hold time
    • Analysis of sales calls quality
    • Cost of each call to company
    • Number of callback messages

    We can help you fulfill these metrics with the help of our tools.