Contact centers need to have fast, accurate information about call results before they can begin to make improvements to their practices. From detailed information on agent performance, to accurate projections about the likely outcomes of future conversations with individual customers, contact centers have a voracious need for reliable data.
To this end, many contact centers are turning to analytics software programs to help automate the process of monitoring contacts between phone agents and customers. Analytics programs help to collect and collate important information for contact center managers.
Yet, there seems to be some confusion about analytics software. Specifically, there seem to be a few misconceptions about voice analytics software, what it is, and how it works.
To give you a better picture of voice analytics software, here are a few of the common misconceptions that we at RankMiner have encountered in the past, along with the facts about each one:
Misconception #1: Speech Analytics and Voice Analytics Are the Same
One of the most common misconceptions about voice analytics is that it is the same as speech analytics. While both software can be used to help improve your QA process, there are some significant differences.
The biggest difference is in what each software analyzes. Speech analytics software focuses on what phone agents and customers say in a conversation; picking out keywords to verify that the script is being followed. Voice analytics focuses on how a conversations participants speak to analyze the emotional behavior and tone behind the words.
Misconception #2: Speech and Voice Analytics Are Mutually Exclusive
Heres another common misconception. Sometimes, a contact center manager will worry about acquiring a voice analytics solution for fear that theyll have to replace their current speech analytics solution entirely.
While both software programs monitor phone agent interactions with customers and analyze different things, they dont have to be mutually exclusive. Its perfectly possible to use a speech analytics solution to make sure that phone agents are adhering to your call script while using voice analytics to study the emotional behavior and tone of a conversation to predict future behavior.
Both sets of data are valuable to contact centers, and you dont need to forego one to get the other.
Misconception #3: A Computer Cant Analyze Behavior
One of the biggest questions regarding voice analytics software is a sort of built in incredulity towards the use of machine-learning algorithms to study a persons emotional behavior and tone and apply that information to a predictive model for future reactions and behaviors.
Not only can an artificial intelligence with advanced machine-learning algorithms analyze human speech patterns, it can do so with greater objectivity and accuracy than people can. By closely analyzing speech features such as tone, pitch, and tempo, voice analytics software can create an objective, unbiased assessment of a speakers mood, and extrapolate that information into a predictive model of the speakers future behaviors.
In this way, voice analytics can demystify the process of sorting out the customers who give you indefinite, maybe replies and identify which customers are likely to say YES with a little more contact.
And, because the program uses machine learning algorithms, the more it studies your pool of customers and analyzes their behavior, the better it gets at making predictions.
Misconception #4: A Voice Analytics Program Will Be Too Complicated to Install and Maintain
Considering how powerful a voice analytics programs is, and the complexity that is inherent to any kind of artificial intelligence program, its quite natural to assume that such a program would be difficult to install and maintain.
However, this is not true. In fact, RankMiners Predictive Analytics platform is significantly easier to install and operate than traditional call analytics systems. All you need is a windows based computer to run our self-guided installer and to provide secure access to audio files and related call outcomes.
Overall, voice analytics software is a very powerful tool for contact centers in multiple industries. To learn more about how you can use voice analytics to benefit your contact center, download our Agent Insight case study by clicking below.