Call Recording, Speech Analytics Key to Customer Service Excellence

February 28, 2014

The quality of the customer experience being offered today is of paramount concern to any company that wishes to succeed. The marketplace is intensely competitive, customers are careful with their money, and margins are getting narrower. For this reason, companies realizing that an excellent customer experience is the way to win business from competitors. As companies have cut all they can cut, they realize that this is essentially the only way to grow.

In a perfect world, contact center managers could listen to all customer calls, actively making corrections and ordering new training when they perceive weaknesses. Since this isn’t possible, successful organizations are turning to quality monitoring technologies such as call recording and speech analytics.

Today’s call recording solutions, unlike those of years past, allow contact centers to record 100 percent of calls rather than just a small slice of them. Cloud-based solutions can record calls from anywhere, including satellite offices and home offices, and store them securely, off-site. Modern analytics solutions allow companies to classify, search and retrieve all the calls at will to use them for training, best practices, trend spotting and compliance and legal purposes.

But for companies looking to improve the quality of the customer experience, call recording coupled with analytics is critical, according to a recent article on the U.K. site Call Centre Helper by Sean Murphy, director of product marketing at Genesys.

“Speech analytics provides increased insight for contact center managers by automatically identifying key issues which are hindering agent performance," he said. "By eliminating manual processes and small sample sizes in analyzing performance, speech analytics can provide contact center managers with a full overview of service levels being delivered by agents at all times.”

Essentially, it’s a way of keeping an eye and an ear on contact center operations at all times, ensuring that nothing goes unobserved or uncorrected, and that weaker agents can either be coached to improve or removed before they can drag contact center quality down.

“By identifying potential threats as well as opportunities, it’s possible to uncover the root causes of issues as well as the keys to success, and subsequently direct agent training accordingly,” Murphy wrote.

The identification of opportunities instead of just problems may be just what many of today’s contact centers that are looking for advantage over competitors need. By rooting out and acting on ripe opportunities for cross-selling and upselling, customer support centers can become more effective sales organizations. 

Edited by Alisen Downey

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