In an area increasingly focused on the omnichannel consumer service (customer experience or CX), offering a quality service is fundamental and can yield a series of benefits to companies, like loyalty and building relationships.
To improve this service, however, it is necessary to invest in strategics and functionals solutions, like the Speech Analytics.
What is Speech Analytics?
Speech analytics is a powerful tool that helps service customer centers to analyze relevant data recorded during the call.
Through the addition of speech recognition algorithms, a tool allows transcribing conversations and identifying expressions, feelings and others indicators so that companies and organizations could analyze the customer service, detecting key-words, recognizing the context inside these services and collecting information’s in order to improve the interactions, potentialize service and elevate the consumer experience.
It is important to remind that, besides a simple phone call, the Speech Analytics can analyze emails, texts, chats, research’s and social media.
Speech analysis in customer service
The speech analysis technology is not something relatively new. The tool was made available initially around 2002. Since then, it has been growing exponentially and being used in many areas of science to better understand the individuals.
In customer service, however, the Speech Analytics focuses on specific audiences – company customers – and integrates different software’s and platforms for customer service and speech recognition.
The main idea of Speech Analytics is to deeply understand what the client says, aiming to identify bottlenecks, emotions and to extract relevant insights for building the relationship with the client.
Understanding the Speech Analytics process
Through the combination of structured and unstructured data and metadata, Speech Analytics analyzes recorded calls, emails, chats and others interactions with the customer, identifying relevant information to monitoring the customer service performance. Among them, which attendant performed the service, the time of day that the service took place, the duration of the call and who the customer was.
The speech analytics audio goes through a speech recognition process that transform sounds into text. Acoustic signs, like agitation in the voice, volume and silence are also extract.
After that, all the data (text transcription, acoustic proprieties and metadata) are normalized into a consistent form between the channels. This consistency makes possible that companies to map the customer journey and continuous or repeat the service independent of the communication channel used.
Distinct languages and others metrics can be combined to measure performance indicators, like agent quality, emotion and customer satisfaction. This automated step offers the companies a precise and objective feedback that can be shared with the agents and used by leaders to personalize service and better train the attendant’s teams to ensure that the contact with the client is satisfactory and unforgettable.
It needs to be clear that on Speech Analytics both the recording and audio transcriptions are edited in order to remove sensible data, such as credit card number and others information’s, to conform with the customer, with the payment card company and the General Data Protection Law (LGPD).
Speech Analytics: How to implement the Speech Analysis in the customer service?
Understood the important function of the Speech Analysis and your application at the customer service, some questions must be taken in consideration in order to apply it correctly and enjoy all the benefits that the solution has to offer.
The first step to use the technology in customer service operations is hire the tool and integrate it into the contact center infrastructure.
After, it is necessary to know some of it’s main uses to better understand how to utilize the tool in call center and contact center operations:
1. Monitoring employee performance
Speech Analytics Artificial Intelligence allows you to analyze issues such as duration of the service, first call resolution, agreement with the script and standardization of procedures.
When analyzing the agents approach it is possible to obtain data to implement corrective actions, improve corporative training, engage employees and, consequently, obtain better results from the team and improve the relationship with the client.
It is relevant to remind that motivated and happy employees in their workplaces produce up to 50% more, according to the Right Management survey published on the portal Revista Varejo Brasil.
2. Identifying bottlenecks
Another important function of Speech Analytics is to identify opportunities and possible bottlenecks inside the call center operations without the need to analyze all the contacts individually.
Besides saving the repeated work of agents and helping to speed up the service, improvements and fault corrections can also be quickly identified and optimized.
3. Data analysis and follow up of the concurrence
When the purpose is having access to a general analysis of the data and performance of service customer operations, the Speech Analytics is the most efficient tool. This is because the tool can be configured to issue reports in real time, according to the needs of each business.
Besides that, the Speech Analysis technology can be programmed to follow key-words and even quotes from competitors, allowing, that way, making a comparative of the customer experience with an specific company and its competitors.
4. Real time monitoring
For Speech Analytics to offer their full potential, it is necessary that the use of the tool occurs so that there is a monitoring system in real time. This monitoring, in turn, should enable the extraction of information and ideas during the customer service itself.
In this way, real-time monitoring becomes one of the best inputs for decision making, since, by identifying any deviations that can occur during operations, the incident can be resolved before it becomes a real problem.
5. Automatic categorization of calls
A quality Speech Analytics tool needs to have an impeccable capacity to analyze all calls and category them automatically, according to the rule defined by the company.
In that way, the database becomes more organized, making it possible to search for effective long-term solutions, as the company gains experience in the quality of service.
DNK is number one in service solutions with Speech Analytics
DNK offers omnichannel solutions for Call Center and Contact center, being specialized in the development of high performance products, solutions and services for companies in the area.
The use of last generation technology together with a team of experienced professionals, leads DNK to constantly innovate to transform the clients and partners experience with their consumers.
DNK cherishes excellence in customer service, providing its partners tools and platforms with innovative functions, customizable and speech recognizing.
Besides that, the company constantly realizes satisfaction surveys to increasingly improve their service, based in the opinion of their clients.
With DNK’s products and services, customer service is realized through an omnichannel integrated platform, which connects all the service channels (WhatsApp, voice, web, chat and others) with quick information and customers data recovery, in a way that offers a complete and satisfactory service to manage the customer journey with differentiate results.
The company is recognized by the market and awarded for solutions and successful cases. Champion of the “Best self-service Solution” category in the XXI Modern Consumer Award and winner of the silver trophy in Client SA 2020 Award in the category “Leader in Innovation Strategy”, in partnership with a client, DNK understands that a well attended customer is the secret for the successful of the attendance.