There’s a new tool in the business toolbox and it’s called speech analytics. Using today’s technology, companies are able to gather and analyze data from customer service phone calls they receive to determine how effectively they satisfy their customer’s needs. In a piece posted on Business2Community .com titled “9 Steps to Uncovering Business Insights on the Customer Experience Using Speech Analytics”, writer Jeanne Landau outlines some methods companies use to improve customer satisfaction using call analytics.
Companies are going back to old-school practices and having customers call on the phone and not send as many emails. Speaking on the phone creates a more personal relationship, as it has been determined that customers prefer to deal with customer service issues on the phone. They also define appropriate customer service goals and objectives, and implement methods to track their progress.
Where legal, they record inbound and outbound phone calls using call recording software for training and use cloud-based speech analytic software to analyze all recordings. Within the software search, criteria can be created to organize calls based on industry-appropriate words and phrases. Using the data collected from the search reports can be created to summarize information including trends, and can then be distributed to appropriate departments within the company. The information learned can be used to enforce changes in the company to improve customer service. Changes are monitored to determine how well the progress is moving toward achieving their goal and are continually reviewed and revised to keep up with changes in business.
Simply knowing who is calling is a vital component of improving the relationship between a customer and the company and this is achieved using speech and call analytic technologies. With advances in cloud technology it has become an accessible, economical tool. As the saying goes, knowledge is power and companies are taking this to heart and using knowledge they gather to serve customers better.