Speech Analytics is the process of analysing recorded voice conversations to gain specific consumer data to improve current communication and future interaction with a business. The method is traditionally used by call centres to extract useful data buried in difficult customer interactions with a business. This data allows the company to identify and resolve issues quickly and efficiently. It can also be used by sales teams to tailor their communication with customers based on personalised experiences to give businesses a distinctive competitive edge over their competition.
These days, it's also easy to automate most business processes using automatic speech recognition technology, thanks to advances in web and software technology. Call centres and sales teams can use analysis of recorded conversations to understand the factors that cause customer difficulties and select their customer support services more efficiently. By analysing these data, contact centres can suggest appropriate courses of action, which can often be incorporated into existing training or development programs to save time and money.
Modern business is built on an amalgamation of traditional sales techniques, and modern methods for customer support. This combination has made it incredibly difficult for companies to stay ahead of competition, especially when it comes to providing excellent customer support. Automatic speech recognition technology provides an easy way to tap into this wealth of information. Companies that use speech recognition software can automatically recognise voice patterns, and even record and store responses, helping businesses streamline their support functions. In turn, this streamlines the workflow of customer support, making it easier for call centre professionals to handle calls with greater confidence.
A common example of modern speech analytics technology used at contact centres is automated voice recognition software. This technology provides a highly cost effective way to manage and record all of a business's contact centre conversations. By analysing every aspect of a customer conversation - including the content, pace, accent, grammar and pronunciation - speech recognition software can make inflection-free, error-free calls, and even record the entire dialogue. In doing so, speech recognition creates a database of every possible language, speech pattern and cultural context. Once the company has this knowledge they can quickly and efficiently identify the right language for a customer, and the appropriate customer support skills.
Application of Modern Speech Analytics
Another major application of modern speech analytics is in the realm of compliance. Many organisations are now required to demonstrate compliance with regulatory bodies such as the United Kingdom's Office of Fair Trading. Regulators are particular about the methods and materials that a business uses to inform its customers, and any attempts to influence or coerce them in any way are unacceptable. Regulators require that companies provide evidence of any attempts to influence or dissuade customers, and that these attempts do not reflect negatively on the company itself. Because speech analysis software can analyse large quantities of material, it is remarkably powerful in this respect.
Speech analytics solutions can also be applied to contact centers. This industry is a leader in spending big money on advertising, and contact centers are also bound by regulatory requirements. The contact center environment can often be highly charged and competitive. However, despite their professionalism and dedication, contact centers can fall into disrepair. Automatic speech recognition can identify poor speech patterns and poor grammar and automatically corrects these to ensure that the call is not distracted by irrelevant or poor etiquette.
Automated speech analytics can also be applied to customer experience surveys. By analysing the comments made during in-shop visits and during in-store enquiries, contact centers can establish how customer experiences with a business relate to feelings and attitudes, and can provide insight into what might be causing dissatisfaction and turnover. Surveys can reveal where problems lie, and the contact center can address these effectively using in-house tools and analytics.
Overall, automated speech analytics provides business insights that can help businesses understand their customer experience and can help them overcome their inefficiencies and weaknesses. This will result in better service and a higher level of retention. Contact centre operators who employ speech analytics technology are able to make the most of their time, resources and money, and they achieve this by consistently improving their services and the customer experience.