Why Voice Analytics Should be a Tool in Your Customer Experience Toolbox

Don’t spend your time manually analyzing your call center’s inbound and outbound calls to search for key data — let voice analytics do it for you. Voice analytics uses keywords and audio patterns from call recordings to allow you to take advantage of small details that may otherwise be overlooked, all in the nick of time.

When you see trends in your contact center conversations, you will be empowered with the ability to make more informed decisions. Because you will clearly see what improvements are necessary, you can curate more specific and valuable training for your agents. Taking a look inside the minds of your customers means you can boost your customer engagement.

Wondering how it all works? Keep reading.

The technology behind the science of speech

Voice analytics solutions work by analyzing two basic components of any phone call: the words spoken and how those words were said.

Identifying what words are used during agents’ conversations with customers helps you gain insight into what problems are most often addressed by your contact center. If a customer frequently calls in to schedule an appointment, you may choose to automate this task. This results in a more efficient call center and opens up time for your agents to address issues that cannot be resolved with self-serve options.

Understanding the emotion behind the words is just as important. Each step of the customer experience is emotional — the speed at which the problem was solved, the agent’s tone, whether the customer feels heard, etc.  

With voice analytics unlocking fresh insights by analyzing the words and audio on your call recordings, your customer service will soar to new heights when agents are able to fine-tune their skills to provide the best customer experience.

Making an impact in any industry

Voice analytics can be beneficial to every organization, no matter the industry because every call center needs productively trained and guided agents. Agents can’t improve unless they can see what areas need improvement, and managers can’t know what areas need improvement without seeing and listening to agents in action. Managers don’t have enough time to listen to hundreds of calls to train hundreds of agents effectively, so this is where voice analytics comes into play. 

Searching the call recording database to find specific agents, or specific concerns, allows you to be prepared and provide the necessary direction. Scorecards can be created for each agent to easily assess how a call was handled and if an agent accomplished the necessary tasks throughout the call. Utilizing the data gathered from call transcriptions and scorecards enables managers to train with concrete examples and enjoy the benefits of targeted adjustments. 

Voice analytics can also help improve marketing strategies. With data that shows what aspects of your organization are most valued by customers, you can zero in on your marketing strategy to highlight your best selling points. 

Protecting privacy and security

With the advancement of artificial intelligence, there is bound to be ethical considerations. For instance, is collecting data infringing on the customer’s privacy? That depends…and that is where consent becomes vital. Using voice analytics to make your organization the best it can be is not a sneaky endeavor.

If your organization is collecting customer data through voice analytics, be sure to explicitly state that data will be collected and used responsibly. For instance, it is common to call into a business and hear, before ever speaking to an agent, that the call is being recorded and could be used for quality and training purposes. This is a perfect example of obtaining consent before using voice analytics software. Obtaining prior consumer consent is also crucial for maintinain TCPA compliance and avoiding penalties and fines. 

The future is vocal

Voice analytics is not going away. With the advancement of AI, it is clear that organizations that are not using this technology may get left behind.

In recent years, the power of AI in voice analytics technology has significantly improved. Transcription, question answering and emotional intelligence capabilities are only a few of the improvements made.

As long as you keep ethics and compliance in mind, voice analytics can be used as a powerful tool to understand consumers better and adapt organizations accordingly. Request a demo to learn more about how TCN’s voice analytics solution can make an impact for your organization.