Human Voice: The Heart of a Contact Center

We said in a previous article that for noticeable results, traditional call centers must take the status of the contact center. What does this thing mean? Adaptation to modern technologies, analysis of results, and focus on a customer-centric strategy.

This also translates into analyzing a lot of data, which can become overwhelming. But in today’s article, we look at just this and how it can be relieved to be flawless.

A current contact center is, in fact, an omnichannel contact center, statistics say that about 41% of customers expect communication to be omnichannel, i.e., communication with customers via SMS, websites, chats, and social networks.

But, after so many years and the evolution of technology, is the voice still the heart of a contact center? Yes, here are the reasons:
# 1 - We are born to be communicators

First, human nature is built around the voice. The ear is incredibly sensitive, from the slightest tone variations to sounds that dictate an emotion. In a less simple situation, things are solved by listening and speaking.

# 2 - Call complexity

If we look at the voice calls of the clients, they raise a complex problem that wants to be solved quickly. If in the past, tough calls escalated to the manager, today, a contact center is an escalation process, and this makes every detail of emotion and intonation captured with crucial importance for the customer experience.

Now that it’s settled let’s see how the voice, data, and reports generated for contact centers connect.

Improving performance is part of every contact center’s strategy, but things can seem complicated and frustrating. That’s why Speech Recognition solutions have become a must-have in a company.

A specialized transport company relied on voice calls to book, cancel and modify service orders, but without knowing the proportions of calls placed on each type of sub-service. This lack of information and control led to low predictability, a lot of inefficient staff, and inaccurate management. A speech analysis solution helped managers understand the reasons for calls, and their sample and staff efficiency improved dramatically.

However, some blockages persist. But, through awareness, careful and detailed planning, and diplomatic intervention, companies can overcome them. E.g., unclear use cases, poor contextual recognition, limited analytical capabilities, and limited scalability.

Natural Language Processing & Analysis

Infinite use cases can be deduced using speech analytics solutions. Below is a list of standard use cases.

Monitor KPIs

A custom data visualization dashboard will allow you to access information on the number of conversation moments, surveillance escalations, rule violations, customer satisfaction, and AHT. This information helps companies to have a real-time status of the implementation and the possibility to intervene promptly.

Speeding up time to get information.

AI solutions help with automatic transcription and much faster analysis, as well as coverage of all calls. They can speed up diagnostic time by almost 400%, thus allowing organizations to implement the recommended solutions much faster.

Much wider data coverage

Traditionally, organizations sample calls received for quality on average two to four times per agent in a month. Examining all available unstructured voice data, rather than just a sample, can clarify the information generated.

Discovering inefficiencies

By viewing a variety of KPIs in the contact center, they can discover hidden inefficiencies and identify the causes.

Improve the customer experience.

Sentiment analysis allows teams to analyze factors that stimulate a positive customer attitude, from moments of empathy to managing negative experiences and even escalating cases.

Customizing agent performance management.

In addition to operational KPIs, agent performance can be tracked. These are the main actors in providing qualitative experiences. By obtaining vital information from each call that the agent manages, managers can offer learning plans and performance improvements.

Discovering automation opportunities

Speech analysis can indicate processes that can be automated, such as long silence time during calls.

Improving self-service

Speech analysis can also indicate self-service processes that have failed to meet customer expectations. They can be broken down into categories and also can determine the percentage of calls in which the agent educated the caller about self-service options.

Increased sales and cross-selling.

Also, from speech analysis reports can be extracted information about the sales performance of agents. These reports can help improve agents’ growth by providing them with learning and professional development plans.

How can RepsMate Help?

We live in the digital age, and contact centers have adapted. They are trying to keep up with the behavior of their customers – where people shop online, interact on social media, and communicate via video. They expect that brands will be agile and provide omnichannel support.

Starting from this reality, our team has developed a solution to help and support the contact centers in offering a more complex customer experience.

RepsMate is a Conversations Intelligence Platform that helps teams gain valuable information through Speech Analytics, Emotions Recognition, Automatic Quality, and Compliance Assurance and Insights that can be gathered from voice-related channels. Drop us a line, and our team can advise you to choose the exemplary service for your business goals.

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