What Customer Voice Analytics Can Do For A Company
- Call Center
- BY Eddie
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Voice analytics is one of the most massive revolutions in the call center industry – ever. You will hear it almost every time that you make a call to a contact center. It is often the first part of a call before you get connected to an agent, where you may have to tell a
How Voice Analytics Helps The CustomerAs I have said, most people think that the computer voice that you speak to at the beginning of a call is nothing but a pain. The truth is that actually, it helps you more than you think. Call centers have changed massively in the past ten years or so. They have grown an enormous amount, with many sections of the call center dealing with different aspects of a call. If there were no voice analytics to see who you are and what your issue is, then you would likely be directed to the wrong department, thus need to be redirected. That would take a lot of your time, which is saved by the analytics. Furthermore, it will keep your sensitive information away from human ears, thus keeping your information safer. There are many other benefits to the customer, but they will be in the following sections. However, the article we are focusing on today is what voice analytics will do for a company, not an individual.
What Can Voice Analytics Do For A Company?Customer experience is of the utmost importance, and that is especially true now that everyone has access to and uses the internet. One or two bad reviews that get a lot of traction somewhere like social media can completely ruin many years of dedication and brand building. The generalized truth is that people as a whole are much more likely to create a bad review than a positive one. And that leads us into the first thing that voice analytics will do to help a company.
Customer ExperienceAs I said earlier, people rarely see the computer voice at the beginning of a call as a good thing. However, as I also explained, it stops the need to be rerouted to various sections, it prevents your sensitive data from being heard, and it can also provide you with answers before even needing an agent. However, from a business perspective, voice analytics will identify any recurring requirements, trends, issues, etc., that customers may have. That means that the business can do more about those specific areas to help with customer satisfaction. For example, if a company that is selling a physical product receives a lot of phone calls all relating to a fault in the product, that can be passed to the design and development team for investigation and rectification. As another example, if you are selling a learning course and a lot of people are calling to ask about a specific section on that course, it could be rewritten as an amendment to provide a better customer experience. The list of what you can do to help with customer experience is endless.
Competition AnalysisIn the same way that you gain an insight into what is wrong with a product, you can also identify features that your competitors are providing through general conversation by prospective customers. If you are selling a new product, then it is likely that people who are buying it will have done a little research into your competition. That means that when they call you, they may ask you if you have a specific feature, function, or ability in your service or product. If it is not something that you currently offer, and enough people ask about it, then you have a reason to implement it into your own service. That will have the benefit not only of gaining yourself more customers but having the edge over your competition by having your own features plus theirs.
Agent EvaluationAgent evaluation is something that we already have many articles covering in more depth, such as training tips, coaching, and scorecards. Feel free to have a look through the blog posts to get more of an idea. However, there are two main areas that you can focus on that are relevant to your agents. They are:
- Identifying underperforming agents, where they are going wrong, and coaching them into higher performers.
- Seeing who are your top performers and rewarding them for their success.