February 11, 2021

How To Implement Speech Analytics

Speech analytics is a topic that we like to cover here at Call Criteria. That is because it is a massive factor in how we help your call centers do their job effectively. However, while we talk about how they work and why there is one question that doesn’t get asked enough until it is too late; that question is; how to implement speech analytics.

We completely understand why that is a question that gets overlooked. People are more interested in what speech analytics will do and how it helps them. Those points raise more items such as how secure it is, the speed at which it operates, how accurate it is, how to use it when they have it, etc.

Implementation of speech analytics is usually the last thought when everything else is in place. The problem with leaving the implementation until last is that it results in a rushed set up and feeling like it is not going to work as well as it could do. Those are the issues that we would like to help you resolve. Throughout this article, we will give you several tips about how to implement speech analytics so that you can get the best out of your software.

How To Implement Speech Analytics

There are many ways in which you can actually implement speech analytics. However, there are some key points that you need to keep in mind when you are doing so. That will help you to get the best start that you can. However, it is crucial to note that you will need to make changes when you have it running, but these steps will minimize the changes you need to make.

  • Create metadata lists prior to launch
  • Talk to your agents
  • Choose challenges
  • Create or designate teams 
  • Integrate speech analytics with other data
  • Understand that it takes time to perfect

The list above is not a comprehensive one. However, the six points that I have listed will start you off in the right direction. There may be other sub-points that you come across. But that will be dependant on your own business and how you compile the information you require.

Prior To Launch

One thing that is often forgotten during the implementation of speech analytics is to think about the metadata beforehand. There are a few reasons as to why you would want to start compiling a list before you get into the actual speech analytics contract. They are:

  • You will save money. – If you begin to gather the data that you want to look for a few months before you start your contract, you will have a headstart; thus, you will save a few months of contract payments. Call criteria only charge per call minute, so we alleviate that issue. But it is still worth thinking about to have a rolling start.
  • You will have a bigger list. – The more time you put into the compilation stage, the more information you will gather.
  • You can organize the information. – There will be parts of the data that you want to understand more than others. For example, you may wish to ensure that your agents are complying with regulations before you push for more sales.

There is no “best time” to start compiling this data. The only thing that I will say is that the earlier, the better. Call Criteria will assign you an account manager who will be happy to help you with creating the lists that you require, but it will help you if you have a base to start from.

Talk To Your Agents

One of the largest issues that companies face when they are starting out with speech analytics is the agents’ reaction to it. Most of them do not understand the business aspects and benefits it can have. All that they think is that you are going to use it to spy on them. The main points that you want to emphasize are:

  • It is to listen to the customer, their requests, and their requirements. 
  • To identify the higher performers and reward them for their success. 
  • To identify and help lower performers. 

Of course, most agents are going to focus on the third point on the list. However, it is your duty as a manager to ensure that your agents feel at ease with their calls being recorded and monitored. Trust is a significant factor in getting this step right, and building it alongside your team will help to build that trust.

Choose Challenges

When you have decided to opt for speech analytics, it is probably because you have a lot of challenges to overcome. One of the best ways to do that is to create a list of them all and give them a priority. The issue that many people and companies face here, though, is that you usually opt for solving the most significant problem first. While that may sound advantageous, it isn’t always.

Starting with smaller problems is often one of the better ways to go. As we have mentioned earlier, ensuring that all of your agents are conforming to regulations is a better option than trying to increase sales through hard sells immediately.

Alongside the challenges, you will want to know how you are going to use the data that you gain. You are likely to find phrases and patterns that have a lot of information that goes with it. That is a massive benefit if you know what you are going to do with it.

How To Implement Speech Analytics – Create or Designate Teams

When you have your list of challenges that you want to tackle, they are likely to fall into categories. It is at this point that you want to get some teams together to document how you will use the data you will receive and give them responsibility for those areas. This stage can be completed in conjunction with the list-making of the challenges if it makes it easier. Furthermore, you will be able to calculate your ROI by teams/sections of data

When you have run the software for some time, you will be able to re-evaluate the data and teams and move people in or out of those teams accordingly. That is an excellent time to ensure that all of your employees are on the same page with your thoughts and plans for that section.

Integrate Speech Analytics With Other Data

There is a lot of data that goes into contact and call centers. When you use all of that information to your advantage, your results will be increased exponentially. Sometimes it can be challenging to compile all of the data into meaningful results, though. That is where you may need to hire or train a specialist in the field.

The more information that you use alongside your speech analytics, the better. However, you need to understand how all of the data will mesh together and gain value.

Understand That it Takes Time to Perfect

Perfection is not something that you are going to get with any speech analytics software as soon as you begin using it. That is the fact that you need to understand from the start. The largest reason for that is that you need to work with a substantial data set. If you only have a handful of calls to analyze and interpret, you will not get the full picture of what your customers want and how your agents are performing.

Furthermore, the more information that you have, the better you can tweak your keywords and scorecards. To do that correctly, you need to know the size of your customer base and how many calls you have a day. If you have 100 calls a day, and you analyze 10%, you will want to wait a few weeks to have a substantial amount. If you use a company like us here at Call Criteria, you will be able to analyze 100% of your calls. Therefore you can start your tweaking and fine-tuning much quicker than you would at a 10% rate.

How To Implement Speech Analytics – Conclusion

The further ahead of time that you look into and take action on how to implement speech analytics, the better. You will have a lot more data to work with, and teams set up ready to tackle the tasks that you will come across. Furthermore, you will be able to ensure that all of your staff understand the requirements for the speech analytics software, and they will be more cooperative with getting it set up. That leads to more trust and less apprehension.