Theoretically, we tag (News - Alert) our digital photos with who is in the photo, where it was taken, and other identifying information that helps us remember the specifics of the photograph later. Few of us actually perform this tagging, however, even though it only takes a few minutes every time we download photos to our computer.
This doesn’t always happen, however.
Ok, it almost never happens. Instead, we usually rely on our camera to add a time stamp and GPS data for location, and maybe if we are lucky we have our Web service perform facial recognition on the photo to identify the subjects.
The same situation confronts contact center agents after a call has been completed. Call categorization takes times, it can be mislabeled, and it usually is incomplete.
Also like tagging our digital photographs, automated tagging can do the job for us. But unlike the information that is stored on our digital photos, automatic call categorization can do a better job than manual tagging.
“Automated call categorization, a valuable feature of speech analytics, is far more accurate (and faster) than manual agent contact categorization,” noted a recent post on the CallMiner blog. “Managers can be confident that the information use based on categorization is reliable and an accurate representation of what’s really going on in the contact center.”
Automatic call categorization can be used for a number of benefits, including categorizing behavior, reasons for calls, procedures, outcomes, and products.
For instance, a contact center’s speech analytics system can be programmed to automatically pick up churn language like “ridiculous,” “awful” and “concerned.”
“Once you know your customer is behaving in a certain way, managers can check to make sure agents are responding appropriately,” noted the CallMiner (News - Alert) blog. “Are they empathetic and apologetic to your customer or do they get aggressive and rude? Most agents aren’t going to admit they were short with a caller but their behavior betrays them!”
Similarly, automatic call categorization can be used to help measure the customer’s response to specific actions such as how callers responded to a particular upsell.
Managers can leverage this data to uncover sales best practices by analyzing and correlating behaviors on contacts that end in a sale compared to those that do not.
“Any given customer contact is likely to be tagged as belonging to several categories,” noted the blog. “The great thing about automated call categorization is that the system can sort and categorize an individual call into multiple categories as the call progresses.”
So unlike digital photos, there’s no good excuse for an untagged call.
Edited by Rory J. Thompson