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Capture the Customer Experience - Why Businesses Record, Search and Analyze Conversations Between Customers and Agents

by Laura Noonan - March 25, 2013

Capture the Customer Experience – Why Businesses Record, Search and Analyze Conversations Between Customers and Agents

With the emphasis of the Customer Experience on the rise, it is critical for businesses to record their conversations for either real-time analysis, or so they can play back their calls at any time for future analysis. The catch is that some businesses get hundreds or thousands of calls each day, so managing the listening to and data-mining of all recorded calls can be a huge undertaking.

This is where a speech analytics solution will make it more manageable by automatically searching call recordings for specific keywords and phrases, as identified by the user. This auto-scanning of call content, with the added bonus of a user interface designed to mark where those specific phrases occur within a call, makes categorizing calls based on subject, and reviewing calls for key points of interest much more digestible.

Reasons Businesses Use Speech Analytics
Here are just a few of the main reasons cited in a recent research report of why companies have implemented a solution to record and analyze their calls:

  • Insight into customers:
    48% of companies that use speech analytics cite better insight into customer sentiment as leading factor for investment in their speech analytics solution.
  • Increased revenue:
    Companies that are in tune with customers’ needs experience a 28% year-over-year increase in revenue, while lower performing counterparts experience a 0.2% decline in revenue.
  • Improved training programs:
    29% of survey respondents indicate targeted agent performance assessment and training as a driver of their implementation of a speech analytics solution.

In a nutshell, speech analytics provides your business with:

  • Call recordings of every conversation in real time.
  • Call categorization in real time, based on search definitions.
  • Cloud-based call mining solution.
  • Top-line search statistics and call analytics such as the number of calls found, and number of calls that contain a specific search phrase.

Every day, businesses miss opportunities to discover the critical intelligence hidden within phone conversations. A cloud-based technology solution, easily and affordably searches call recordings for specific keywords and phrases within these conversations, which allows businesses to capture the customer experience, uncover valuable leads, react quickly to problems and opportunities, and ensure script compliance.

Laura Noonan has 19 years of experience working with the SMB market. She leads the marketing teams at 800response and CallFinder, delivering telecommunications solutions and web-based marketing technology tools including sophisticated Call Routing platforms, real-time Call Tracking, Custom 800 Number service, and Call Monitoring services like Call Recording. Contact Laura at 1-802-860-0378 or email lnoonan@800response.com.



 
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