In a market even more digital and competitive, answering the customer expectations is fundamental to the success of any business.

Listening to the client’s feedback allows a better understanding of their needs, in a way to help the attending department to provide an exceptional experience every time that the consumer requires support.

Surveys from Bloomberg Business week revealed that providing to the client a great experience is the main objective of the business, according to the Super Office portal. If companies didn’t focus their strategies in the creation of a positive experience, they run the risk of having a bad reputation and even less customer and revenue retention.

This way, investing in solutions that allow analyzing an overview of what customers really think about a brand, product or service, such as Speech Analytics, It is essential to take proactive measures to make changes and improvements.   

Speech Analytics is a fundamental strategy to guarantee customer satisfaction

The Speech Analytics is about a powerful performance indicator that has as objective analyze relevant data recorded by the customer service centrals.

The tool was initially made available around 2002 and since them its popularity has grown exponentially.

Due to its high level of accuracy as well as the speed of customer intelligence its provides, Speech Analysis is fundamental for companies who wish to improve their efficiency, agent performance, compliance to conforming, revenue and customer experience.

Through the addition of speech recognition algorithms, the software allows transcribing conversations and identifying expressions, feelings and other indicators for that companies and organizations can analyze the customer service, detecting key words, recognizing the context inside these services and collecting information willing to improve the interactions and the consumer experience.

Besides a simple phone call, the Speech Analytics can also analyze texts, emails, chats, researches and social media.

Understanding the Speech Analytics process

The Speech Analytics combines unstructured data stuck in recorded calls, emails, chat transcriptions, and other interactions with the customer, with structured metadata, such as which agent performed the service, the time of the day it occurred, the service duration and who the customer was.

The Speech Analytics audio passes through a speech recognition process that transforms sounds into text. At the same time, acoustic signals, like agitation on the voice, volume and silence are extracted.

Following, all the data (text scripting, acoustic properties and metadata) are normalized in a consistent way between the channels. This consistent made companies able to map the customer journey and continue or repeat the attending independent of the channel used.

After, the presence of determined language and other metrics can be combined to measure performance indicators, as agent quality, emotion and customer satisfaction. This automatized step provides the companies with precise and objective feedback that can be shared with agents and used by leaderships to personalize the attending and train the attendant team better to guarantee that the contact with the client will be satisfactory and unforgettable.

It is worth highlighting that on Speech Analytics both the recording and transcription audio are edited in a way to remove sensible data, like credit card number and other information, in order to comply with the customer, the payment card company and the General Data Protection Law (GDPL).

Benefits of Speech Analytics

Besides providing an overview of consumer perception of the brand, product or service, Speech Analytics offers a number of benefits for companies.

1. Quality service improvement:

Through the simultaneous analysis of all calls received and made by the central, the Speech Analytics allows that companies eliminate and prevent possible failures.

Besides that, the software allows monitoring the attendance of employees, making it possible to optimize questions such as service time, standardization of procedures and short-term resolutions.

From that approach, leaders can understand where are possible points of friction with the client so that they can be invested in team training and endomarketing actions that contribute to offer an excellent service.

2. Customer experience in constant improvement

On a highly competitive market, the service differential is the key answer to stand out. In this sense, the contact center should be the main focus.

The Speech Analytics not only collects, analyzes and presents fundamental information, but also gathers data regarding the reasons behind the calls and emotional nuances present in the customer’s voice.

Besides that, the software shows how the agents are attending to the customer’s expectations and should points be improved.

This way, the speech analysis tool puts the client experience in first place and contributes so that centrals focus their strategies on service approaches aimed at satisfying the consumer.

3. Reducing costs:

Once that Speech Analysis helps to reduce possible friction with clients, improving the reputation of the call center and the customer experience, the tool contributes significantly to the cut of counterproductive expenses.

4. Improvement of key metrics:

The Speech analytics allows evaluate the motive for why clients made contact with the service central, makes it possible to evaluate the motive of callings being longer than the pattern, or even why the problems are not being solved.

In this way, the harmful failures to the central performance can be gradually repaired.  

5. Competitive advantage:

When analyzing an attending, the Speech Analytics can monitor quotes made about competition, allowing to analyze the perception of customers about a certain brand and its competitors.

From this information, it is possible to evaluate possible benchmarks and the adoption of actions that guarantee a competitive advantage.

6. Easy integration:

The Speech Analysis can be easily integrated to other services and systems, helping on data administration.

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.