Benefits of Using Real Time Speech Analytics

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Using speech analytics

Real-time speech analytics can highlight critical spoken mistakes to every agent and guide them interactively through every call.

The advantage that this gives is the ability to prompt every agent on every call to automatically:

Remind them to say key phrases or terms when completing a verbal financial contract
Advise them to slow down their speaking rate
Advise them on how well the are following their script
Prompt them to include useful information to up sell or cross sell other products
Monitor the progress and performance of every call with every customer
Respond to customer comments about competitor’s products or current promotions

Improve Agent Performance and Agent ROI

No time lost between analysis, output and agent training
Combined live analysis and interactive coaching
Deliver targeted agent coaching: Tailor training to individuals needs

Avoid Costly Fines And Penalties For Non-Compliance

Automatically monitor and analyse 100% of calls, 100% of the time
Enable every new agent to be fully compliant from their very first call
Tailored reporting demonstrates adherence to compliance and flags cases of non-compliance instantly

Instantly Reduce Call Handling Time

Live, on-the-call speech analysis and real-time agent prompting decreases human error and increases first call resolution
Reducing the need for call backs

Increase First Call Resolution Rates

Live quality monitoring can flag supervisors during live calls for intervention if required
Agents effectively have a personal coach on every call, highlighting their mistakes and commending their adherence to scripts or key phrases
Live agent prompting reminds agents to provide all the necessary information to the customer on the very first call

Written by: Karen Jones at GemaTech

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Author
Jonty Pearce

Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.

He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.

He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."

Connect with Jonty on LinkedIn