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How to Utilize Data Findings from Speech Analytics

Speech analytics

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Author: Marie Christenson

Implementing tools such as Speech Analytics into your contact center can have numerous benefits — for everyone involved. From increased efficiency and better insights to improved performance, your data and reporting are valuable. However, it can be challenging to reap the rewards if you don’t know how to utilize your analytic data findings.

Get to Know Your Customers Better

Taking a closer look at your data can reveal a lot about the different customers agents interact with daily. Reviewing calls and transcripts can indicate when a customer is stressed or frustrated about an issue. Digging deeper to identify the reason for the call and the emotion detected during the phone call can help you better understand your customers. 

Utilizing your Speech Analytics data to get to know your customers more can help you discover the best ways to help solve specific issues or needs. Trends of common troubles or reasons for calling can also allow you to better prepare agents through training and exercises. Every conversation provides you with data to help make the next call even better.

Experience Increased Compliance

Keeping your contact center agents complaint can be a full-time job in and of itself. With TCPA regulation fines hanging above you as a reminder, you could use all the help you can get to maintain compliance. A large part of staying TCPA compliant is keeping a history of data proving constant compliance in your call center.

Well, you’re in luck. Utilizing your data from Speech Analytics can come in handy in this department. Not only does your data serve as records of compliance, but it also allows you to identify any potential risks. Analyzing your data can help to highlight areas in agent interactions that need improvement. When it comes to TCPA compliance, you can never be too careful.

Make the Most Out of Your Money

Implementing Speech Analytics has many operation-related benefits, as mentioned earlier. However, if you know how to utilize your data and software, you can also benefit from cost savings.

A few ways Speech Analytics data can help save you money:

  • Reduce the cost of callbacks as a result of improved first-call resolution (FCR) rates.
  • Avoid penalty fines and damages by maintaining compliance with data records.
  • Lower cost per call with improved average handle time (AHT).
  • Reduce call volumes by identifying a common call issue and customizing IVR to provide a solution.

When it comes down to it, your data is valuable — it can serve in more ways than one, and you deserve to get the most out of it. Utilizing your data findings from Speech Analytics can improve call center performance, efficiency, and customer experience. Start advancing your organization with TCN today and learn about what it can do for you.

Request a demo now.

About the Author: Marie Christenson

Marie Christenson is the Content Writer and Strategist for TCN, a worldwide leading provider of cloud-based call center technology. As the voice behind the screen, Marie spends her days carefully curating content including company blogs, campaigns, and social media. Since earning a B.S. in Strategic Communications & Marketing from Southern Utah University in 2020, she has enjoyed sharing her ideas and creativity with TCN. In her free time, Marie loves traveling and exploring new places and cultures.