Predictive voice analytics have revolutionized practices in the sales and collections contact center industries. Using comprehensive voice analysis to create a prediction of how customers will react to further contact has allowed companies such as RPM and DCI to dramatically improve their gross collections.
But, what about the rest of your organization? Can voice analytics data be applied to more than just customer analysis?
As a matter of fact, your predictive voice analytics data can be applied throughout your organization in a way that can help you optimize your contact centers overall performance.
Applying Predictive Voice Analytics Data to Phone Agents
Voice analytics platforms such as RankMiners Customer Insight solution parse conversations between customers and phone agents, analyzing not what customers say, but how they say it. Identifying the emotional behavior and tone of a customer lets voice analytics software create an analysis of how likely that customer is to say YES to an offer on a future call.
But, what about the phone agents making the call? As the front-line contact between your company (or the company you represent) and the customer, your phone agents have an enormous impact on the results of each call.
Some companies use speech analytics software to monitor phone agent interactions with customers, but these software solutions merely search for specific key terms to make sure that phone agents are sticking to the script. A text transcript of a call wont reveal the context or tone of the conversation, merely its contents.
With predictive voice analytics software you can get a detailed, automated analysis of how all of your agents are talking to customers. This helps you identify trends in agent performance in mere days rather than weeks.
UsingPredicitve Voice Analytics Data to Improve Your Training/QA Department
Every now and again, youre going to have a phone agent who needs a little help in bringing his or her performance up to par. Normally, identifying these agents can take weeks. What takes a lot of time is that a call center with 500 phone agents probably has about 10 QA reps. So, its more than likely that these agents are on a schedule to listen to roughly one phone call per agent per week.
Its almost certain that blatantly incorrect items are noted and corrected; but how many instances of less than ideal behavior do you need to see in order to decide to pull a phone agent out of production so that the agent can go through additional training? 4? 5? 6? Thats a month to a month and a half of speaking to customers before:
- The pattern of poor behavior is established; and
- Training is conducted to correct.
In this time, that underperforming phone agent is still mishandling customer calls and compromising customer experience.
Because voice analytics software can collect data on 100% of your contact centers calls and create an automated assessment of agent performance based on the way they talk to customers, you can establish performance trends with specific agents much more quickly than with manual assessments.
This allows you to identify the agents most in need of extra training. By prioritizing the training of these individuals, you can greatly enhance the overall performance of your contact center.
For example, DCI used voice analytics data on the phone agents to identify which agents were struggling, and provided extra training to the agents that the software flagged as needing training. By doing this, DCI was able to improve each agents gross collections by 21% in one month.
These are just two ways that you can apply voice analytics to your own organization.