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Become a Champion of the Customer Experience with Speech Analytics Technology

by Laura Noonan, CallFinder - April 1, 2013

Become a Champion of the Customer Experience with Speech Analytics Technology
 By Laura Noonan, CallFinder

In the past, when we thought of building a brand, we often automatically focused on the company name, logo design, and corporate color palette. Today, a brand is more about the relationship that exists between a company and their customers, and what the public communicates about that company.

In this age of digital communication channels like social media outlets and forums, customers feel more empowered than ever to share opinions and experiences they’ve had with companies.

Realizing the critical nature of delivering positive experiences to customers, and how quality customer care contributes directly to a company’s bottom line, innovation is taking place in the technology sector to provide companies with the tools they need to precisely monitor customer conversations.

According to the 2011 Small and Medium Businesses Route to Market Study conducted by the SMB Group, customer-facing applications were the top investment area for 2011, with other top areas for investment including IT infrastructure management, business intelligence, and analytics.

While call recording is a very important tool for businesses to have, monitoring, analyzing and reporting on the content of those recorded calls can be time consuming, and a drain on valuable employee resources. To keep an edge on their customer relationships and therefore the competition, companies need effective and efficient techniques to easily assess overall trends and insights into their customer satisfaction levels.

A speech analytics solution will not only record incoming calls, but will also sift through, in real time, the rich content of those calls, searching for specified keywords and phrases to support a business’s unique goals. A company can use the data they discover within customer conversations to gain business intelligence, enhance revenue, control costs and diminish risk. A robust speech analytics system will provide statistical and trending analysis, as well as ways to facilitate the sharing of these call analytics throughout multiple departments within an organization, the quality assurance department for example.

Recording and mining your calls with a speech analytics solution will help your business:

1. Quickly locate satisfied or disappointed customers.

2. Identify coaching and training opportunities for frontline employees.

3. Optimize operational efficiencies and improve productivity.

4. Assess business drivers, like promotions and advertising campaigns.

5. Analyze audio recordings for competitive intelligence.

6. Monitor script compliance by sales and customer service staffs.

Nearly every facet of a business can benefit from real-time call recording and automatic mining of conversations for everything from understanding which marketing campaigns are generating and retaining customers, assessing the customers’ wants and needs, to monitoring for competitive intelligence to gain an edge in the market.

The company-customer relationship is certainly not a simple one. It is complex and multifaceted with a lot of moving parts. Capturing your customers’ conversations provides you with a wealth of knowledge to better understand your position in the market, understand your customers’ preferences, and stay ahead of the competition.

Speech analytics will continue to be compelling well into the future because it addresses a real and measureable need for businesses of all sizes, delivers quantifiable benefits, and there is no other affordable solution available like it today. A simple and affordable speech analytics solution built for small to medium-sized businesses is available. You still have time in 2012 to implement a customer-facing technology and start mining your call data for company-specific keywords and phrases with an automated search tool, and start addressing these six common business challenges to improve operational efficiencies.

Laura Noonan has 19 years of experience working with the SMB market. She leads the marketing teams at CallFinder, delivering telecommunications solutions and web-based marketing technology tools including call recording and speech analytics, sophisticated call routing platforms, call tracking metrics, and Custom 800 toll-free number service. Contact Laura at 1-802-860-0378 or email lnoonan@mycallfinder.com.

 
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