Best Practices for Implementation Of Voice Analytics

It’s important to deploy a team of experts equipped with sound business knowledge to manage the speech analytics process. Equally important is the attention to detail during implementation.

The following stages should be carefully planned and executed. To know more about Call Center Speech Analytics or Voice Analytics visit Callcriteria.com.

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Speech Analytics

Building a Speech Library: A content audit to build a comprehensive speech library is the first and most critical step in implementation. This requires listening to hundreds of calls to gain insights into the real ‘voice of the customer.’ The audit helps capture the actual phrases used during customer interactions. These inputs can be used to create relevant categories in the call library.

Setting Confidence Level: The confidence level for a keyword or phrase reflects the degree of certainty required of the speech engine to recognize them. Confidence levels can be set for each word or phrase in the speech library.

Auditing and Fine-Tuning: Ongoing auditing involves listening only to that part of a call containing the identified phrase. This exercise is carried out to compare actual words spoken during the conversation with words identified by the speech engine. In case of an erroneous identification, the system is fine-tuned to avoid such errors in the future.

If airlines plan meticulously and execute the implementation skillfully, speech analytics will give them the required return on investment within a short period of time.

Speech Analytics As a Performance Management Tool in Contact Centers

Employee performance management tools monitor individual agents' progress against company goals, compare their performance to peers, alert supervisors about skill gaps, and track the effectiveness of contact center coaching sessions. 

Speech analytics, in addition to helping contact centers better address customer needs and demands, can also be used to identify agent performance issues. 

With speech analytics, agent behaviors, as well as contact center processes and policies can be analyzed on a collective or individual level, giving call center managers a much more complete picture. 

Analytics also help managers pinpoint which call center agents are in need of additional training or coaching and in what areas. The integration of speech analytics and performance management increases the benefits companies receive from their investment by connecting the dots between insights and actual, tangible improvements.

Speech analytics tools track specific behaviors during customer interactions and identify performance issues in each agent (or in the contact center as a whole) that need to be addressed. 

For instance, if an employee fails to meet a sales goal quota, contact center managers can compare their call behaviors against more successful agents to determine where exactly one excels and the other suffers. Alternatively, employees consistently surpassing other employees in sales goals or other metrics can be recognized for their outstanding performances.