Although social platforms and cloud computing currently dominate the call center landscape, there are hosts of other technologies that are adept at helping businesses drive value for their call centers. And even with reports from DMG predicting cloud based infrastructures to double in the next 2 years and social media being literally snatched from the hands of the marketing department to support consumers over new channels, call center managers are conjointly at different stages along the adaption curve of a number of other technologies. (Source: http://www.dmgconsult.com/services/hostedCC/abstract.asp) After scouring the internet for information from leading experts in the call center industry, we’ve compiled the following list of technologies that you would find within tech-savvy contact centers today – and that could be commonplace in most call centers of the future. Automatic analysis If you are a data analyst, you’re probably quivering in your boots as you read this. However, it is what it is; Google is backing a startup called the Automatic Statistician that promises a computer which can read natural language and also learn and generate a hypothesis. However, it is important to mention that this tool will still require a subject matter expert; their main function is only to take the mundane part out of the work. For call center third party QA providers, this piece of technological development will mean no longer having to link data together, export produced data to an external device for statistical processing and creation of custom visualizations that decision makers like call center managers can comprehend. Voice Stress analysis Did you know that the vast majority of information that flows into your call center goes to waste because of its unstructured design? Speech analytics therefore, have been designed to capture a call, and structure it in such a manner that all the valuable customer information within it is sucked right out. What valuable information are we talking about here? Changes in the tone, pitch and timbre of a human voice offers a lot of information that can be used to detect emotions and lies for the purposes of law enforcement. After all, by the time an agent reaches his/her 100th call, he/she cannot remember all these things, thus wasting information. Therefore, be prepared to witness speech analytics take center stage in providing real time feedback that allows your business additional insight to help in the advancement of the almost impossible task of delighting customers. Some of the benefits that speech analytics will offer call centers include:
- Enable call center managers to identify revenue opportunities – A customer may call your center to inquire on increasing their credit line so as to be able to pay for a house down payment. Although giving them a 21% interest rate on a $10,000 loan is recommendable for the bank’s interests, in the long term, you should provide the customer with an investment instrument.
- Facilitate productivity improvements in your call center – The information provided by speech analytics can actually identify the reasons why a consumer called twice. It can identify when procedures are not appropriate and when agents are under-performing.
- Improve customer experience – Just like speech analytics can identify dissatisfaction with services provided, it can also evaluate customer satisfaction with your call center’s procedures to highlight the best practices.