July 7, 2022

Some of the Benefits of Voice Analytics

It’s no secret that call centers are a vital part of many businesses. However, what is a secret is the amount of data that call centers generate. Until recently, this data has been largely ignored. However, with the advent of voice analytics, all of that is changing. Voice analytics allow businesses to collect and analyze data from phone calls to improve customer service and agent productivity. This blog post will discuss how voice analytics work and how they can help your business!

How Voice Analytics Work

Voice analytics work by analyzing the voice of the person who is speaking. The technology analyzes spoken words and compares them against a database of known phrases. If the phrase matches one of the phrases stored in the database, the system alerts the operator. That allows the operator to respond immediately to any suspicious activity.

Voice analytics work by recording and analyzing phone calls. This data is used to improve customer service and agent performance. By recording and analyzing phone calls, businesses can collect data on:

  • Customer satisfaction
  • Agent productivity
  • Call center operations
  • And more!

This data can be used to improve your business in several ways. For example, if you find that customers frequently complain about a specific issue, you can address that issue and improve your customer service. Or, if you find that agents often put customers on hold, you can work to improve your call center operations. Either way, voice analytics can help you improve your business!

How Voice Analytics Help Agents and Customers

Voice analytics help agents and customers by providing data that leadership teams can use to improve customer service and agent productivity. By recording and analyzing phone calls, businesses can collect data on customer satisfaction, agent productivity, call center operations, and more.

If you’ve ever called a company’s customer care line, then you know that many companies provide automated options to answer basic questions. These systems can save agents from taking unnecessary calls, but they can also lead to frustrating experiences for customers who don’t understand what they’re hearing. With voice analytics, you can quickly identify calls most likely require additional information before transferring them to a live agent. That will allow you to prioritize your staff better and focus on the calls that need attention.

Definition of Voice Analytics

Voice analytics uses voice recognition technology to analyze speech patterns to gain insights into an individual’s emotional state, cognitive processes, physiological responses, and/or psychological traits.

Voice analytics is the process of recording and analyzing phone calls to improve customer service and agent productivity. By recording and analyzing phone calls, businesses can collect data on customer satisfaction, agent productivity, call center operations, and more.

The Importance of Voice Analytics

Voice analytics is a powerful tool that can help call centers improve their service. By analyzing the content of customer conversations, businesses can detect and address common issues before they become problems. This can help agents provide better service and resolve customer complaints more quickly.

Additionally, agent coaching teams can use voice analytics to improve customer satisfaction by identifying positive interactions and creating marketing campaigns that focus on the positive aspects of the company’s service. It can also help agents understand what areas of customer service are most important to customers and need improvement.

Voice Analytics: Transcription or Phonetics

Transcription is the systematic representation of spoken language by symbols for linguistic analysis. You can use it to help call centers by providing a written record of customer conversations which can be helpful for training agents or quality assurance. Transcription can also be used to create a database of customer interactions that can be searched and analyzed.

Phonetics is the study of the sounds made by human speech. It can help call centers by providing a way to analyze the acoustic properties of customer speech. This information can improve the quality of customer service by assisting agents in understanding how customers are pronouncing words and what they might be trying to say. Phonetics can also be used to identify regional accents and dialects.

Both transcription and phonetics can help call centers improve their service. Transcription can be used to create a written record of customer conversations. Phonetics can be used to analyze the acoustic properties of customer speech. Both methods can improve customer service by helping agents understand what customers are saying and how they are saying it.

When choosing which type of voice analytics to use, transcription or phonetics, it is essential to consider the needs of the call center. Transcription is the best option if the call center needs a written record of customer conversations. If the call center needs to analyze the acoustic properties of customer speech, phonetics is the best option.

Both transcription and phonetics have their benefits that can be useful for call centers. It is essential to choose the right type of voice analytics for the needs of the call center.

The Benefits of Voice Analytics

Voice analytics is the use of technology to analyze human speech. It can help agents in call centers by identifying the words and phrases that are most important to customers. This information can improve customer service by assisting agents in better understanding what customers are looking for. Voice analytics can also identify areas where customers are unhappy or have had a negative experience and improve customer service and make changes that will make customers happier.

Here are some of the speech analytics applications that you can consider:

  • Detect and address common issues before they become problems
  • Provide actionable insights
  • Quality monitoring
  • Help agents provide better service
  • Reduce average handle time of calls 
  • Improve customer journey satisfaction
  • Identify positive interactions
  • Understand what areas of customer service are most important to customers
  • Improve customer service
  • Help to complete compliance risk assessments
  • Reduce customer churn

The list could go on, explaining how the right speech analytics solutions can help with many business issues and increase operational efficiency, increase your conversion rate, accuracy rate, attrition rate, competitive intelligence, etc.

The potential for better recognition and analysis

Voice analytics has the potential for better recognition and analysis because it can help call centers improve customer service. By identifying positive interactions, resolving customer complaints more quickly, and understanding what areas of customer service are most important to customers, voice analytics can help call centers make changes that will make customers happier.

Additionally, by analyzing the acoustic properties of customer speech, voice analytics can help call centers identify regional accents and dialects. This information can be used to improve the quality of regional customer service.

Artificial Intelligence (AI) advances offer improved speech recognition

With the continued advancement of AI, speech recognition is becoming more accurate and efficient. This means that voice analytics has the potential to become even more helpful for call centers. With improved speech recognition, agents can understand customers more clearly and resolve customer complaints more quickly. Additionally, phonetics can provide a more in-depth analysis of customer speech. This information can be used to improve the quality of customer service. The following are examples of ways that this information can be used to enhance customer service:

  • Detect and address issues before they become problems 
  • Provide actionable insight 
  • Quality monitoring 
  • Help agents provide better customer service 
  • Reduce average handle times of calls 
  • Improve agent performance 
  • Increase customer journey satisfaction 
  • Identify positive interactions 

Natural-language processing and speech analytics

Natural-language processing (NLP) is a field of computer science and linguistics that deals with understanding natural language. Computers can understand human language and extract information from it. For example, call centers can use this to improve customer service by understanding what customers are saying and what they need.

NLP can be used to understand the customer sentiment of interactions to improve customer service by helping agents resolve complaints more quickly and understanding what areas of customer service are most important to customers. Additionally, NLP can be used to understand the emotions expressed in customer interactions. This information can be used to improve the quality of customer service by making sure that agents are empathizing with customers and providing them with the best possible service.

Capturing call-center data with speech analytics

Voice analytics can help call centers capture data in several ways. By transcribing customer conversations, voice analytics can create a written record of customer interactions. This data can be used to improve customer service by identifying positive interactions, resolving customer complaints more quickly, and understanding what areas of customer service are most important to customers.

By analyzing the acoustic properties of customer speech, voice analytics can help call centers identify regional accents and dialects. This information can be used to improve the quality of regional customer service.

By using natural language processing (NLP), voice analytics can help call centers understand the sentiment of customer interactions, thus improving customer service by assisting agents in resolving complaints more quickly and understanding what areas of customer service are most important to customers. Additionally, NLP can be used to understand the emotions expressed in customer interactions.

Conclusion

When working with customers, you want to ensure you’re getting the best results possible. That means understanding what makes each caller tick.

Call Criteria Speech Analytics offers a unique way to understand your customers’ voice patterns and preferences. By analyzing their words, we can give you insight into which calls are most likely to convert.

We can help you get better results from every customer interaction, improving your call center performance. Contact us today if you want to talk to us about how we can help you.

Frequently Asked Questions

Is voice analytics the same as speech analytics?

No, they are not the same. Voice analytics is the process of extracting information from spoken language. In contrast, speech analytics pulls data from how the language was used – otherwise known as sentiment analysis.

Which businesses can benefit from using speech analytics?

Speech analytics can be used by several businesses to improve customer service. For example, some professional services that use voice analytics are healthcare, retail, e-commerce, hospitality, financial services, and banking.

How can I get started with voice analytics?

If you’re interested in using voice analytics to improve customer service in your business, there are a few ways to get started. You can begin by transcribing customer conversations and analyzing the data for positive interactions or areas of improvement. Additionally, you can use natural language processing (NLP) to understand the sentiment of customer interactions. Finally, you can capture call center data to identify regional accents and dialects.

 

Featured image: Photo by Kelly Sikkema on Unsplash