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Voice Analytics

The Perfect Voice Analytics For Your Call Center

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Spencer Peterson

Public Relations Specialist

In the world of contact center software, there are seemingly endless options and just as many call center analytics. Ensuring that you have the most up-to-date and accurate data is a must in a world where numbers are everything. Voice Analytics help give you the most accurate and up-to-date information on one of your most valuable assets, your consumers.

What is voice analytics?

Voice Analytics is an advanced call center solution that collects data from calls between customers and call center agents. This data can range from recoding the use of specific keywords or phrases to identifying voice attributes such as frustration, anger, or sorrow. This data is used to improve customer experience and drive greater efficiency among agents of call centers. 

How do I apply voice analytics?

Voice Analytics has several primary functions within a call center:

  • Improving customer experience 
  • Collecting actionable data 
  • Improving efficiency/agent productivity

Basic voice analytic systems collect information about consumer dispositions during calls along with breaks in conversation and select keywords. As call centers learn more about how their consumers feel and react during calls, they can understand what changes need to be made in their agent training and daily operations. Improving agent training based on consumer sentiment sets your call center up for success through better customer experiences.

Data is one of the most valuable assets within any call center. With clear, accurate and up-to-date data, your call center has what it needs to make informed decisions that will directly influence the success of your business. Much of this data and many of these decisions are centered around call center agents.

Your agents are the face and voice of your business. By analyzing data collected through Voice Analytics, you can hone in on your agents’ productivity and efficiency. Managers can see which agents have extended periods of silence in their calls or which agents most often have frustrated consumer conversations. As you see the data roll in, you can enact changes in your agents’ behavior that will send you, your agents and your call center to the top. 

What is the perfect voice analytics solution for me?

Your call center deserves software that is accessible, gives you the best solutions and is ready to grow with you. TCN has that software. TCN’s Voice Analytics tool allows call center managers to screen calls based on the day, time and specific agent. With this transparency in agent’s calls, individual agent performance and your call center’s overall status, there is no end to the progress that you can make.

Along with increasing transparency and improving agent and call center performance, TCN’s Voice Analytics improves:

  • Customer satisfaction
  • Retention
  • Revenue
  • Handle time
  • Call volume
  • Hold time

It does this by implementing additional key features to the standard Voice Analytics software, such as transcription redaction, filler word flagging and call filtering by pause length and keywords/phrases. Call centers can use these features to optimize their compliance screening and data collection.

This data collection is useless if it is not timely. Many providers collect data in an offsite server and have to export and send it in files to the call center to be reviewed and analyzed, sometimes weeks or months after calls take place. With TCN’s cloud-based software, Voice Analytics can be applied almost instantly and reviewed at any time from anywhere with an internet connection to give relevant feedback when you need it.

Make sure that your call center is equipped with the perfect Voice Analytics system for you. Request a demo to learn more about TCN’s Voice Analytics system and how it pairs seamlessly with Business Intelligence.

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