There is an undeniable reality and that is that you can market a product or service capable of revolutionizing the world, but if your call center agents don't have the right discourse or know how to handle customers, there will be no excellence worth it. With that in mind, think about the following: Are you sure you know how your customers feel when they communicate with your team? Do you really know if your agents are using the right words? Here's how to give a clear answer to those questions with the Speech Analytics.
Let's be honest, human error exists and when your agents handle hundreds and hundreds of calls a day, it's difficult for the whole process to be perfect. Omitted, misinterpreted and forgotten information, tiredness, conversations that are too long, errors in speech and an endless number of inconveniences are what occur every day in call centers that still use human agents for multiple tasks.
We'll give you an interesting fact, you may or may not know it, but I think it's important to keep it in mind before you continue reading: If you outsource the call center service, it is very likely that the management reports you receive are focused on a sample that is between 1 and 5% of all conversations, that is, you are making decisions based on a fairly small sample, compared to the number of calls you receive in the month. It's a little surprising isn't it?
Conversations in which customers express their emotions and tell you about their experiences are a hidden gem that's ready for you to realize your full potential. This is achieved through the Speech Analytics.
Learn more about Speech Analytics
El Speech analytics is a technology that allows us to analyze recorded or live conversations with customers to extract useful and valuable information. For example, you can detect the reason for the call, the emotional state of the customer, the level of satisfaction, sales opportunities, complaints, and other aspects.
This technology is based on voice recognition and language analysis to identify and categorize key words or phrases according to their meaning and intention.
Managing your call center can be the difference between a satisfied customer and one who decides to go to the competition. With the technology of Speech analytics you can take actions based on the analysis of 100% of the conversations.
In addition, this type of software assures you:
- Reduced talk times and immediate responses
- More efficient service
- Take operational information and convert it into current and valuable data
- Real-time monitoring and analysis to make decisions at the right time
- Analysis of the quality of the service and identification of the behavior of your agents
- Recognition in the intent of comments (neutral, positive, or negative)
- Sending information to several professionals at the same time
- Automatically identify risks, opportunities and pain for your customers
- Personalizing calls
- Guide operators in solving problems
- Predict future inquiries
There are even functions that detect and certify that the regulations of the law on telephone sales are being complied with, which means insurance for the company.
Do you want to know more about how this works and how it can boost your customer service team? Watch the following video
Everything you just saw in that video is achieved thanks to machine learning, deep learning and PLN. Don't worry, if all this seems strange to you! We explain it to you here >> from-center-outwards: -origin-and-types-of-conversational-AI
Now, returning to the topic, it is important to highlight that call centers are not going to disappear, only that, thanks to conversational artificial intelligence and Speech analytics, will become a rich source of business information that will allow you to take appropriate strategic actions. In the same way, thanks to the implementation of these technologies, your team will be able to complete their activities during the work day instead of spending too much time in the office trying to listen to hundreds of recordings to get the results that are needed.
Numbers are the key
Doesn't everything we told you seem enough to stop using outdated methods in your customer service processes? You may start to change your mind with the following statistics:
- The market for AI in call centers is expected to reach $4.1 billion by 2027, a significant increase from its value of $800 million in 2019.
- Customers expect to have a consistent experience when interacting with a company, regardless of the channel. In fact, 38% of consumers expect agents to have the context of their inquiries. An aspect in which the implementation of Speech analytics becomes vital.
- Customizing calls-to-order! Un Zendesk report of 2023 revealed that 70% of customers will feel more loyal to a company that offers them a personalized experience. In addition, a survey conducted by Salesforce Research found that nearly 90% of customers are likely to spend money on a company if it shows that they understand its objectives.
- A study of McKinsey demonstrated that companies that implement voice analytics can expect to see an improvement in customer satisfaction scores of at least 10%, an increase in sales and a cost savings of between 20% and 30%. If you were looking for loyalty, the Speech analytics is the tool to achieve this.
- The HubSpot Service Status Report found that 90% of customers consider an immediate answer important or very important when they have a question about customer service.
- A Freshworks study highlights the importance of companies anticipating and exceeding customer expectations. One in three companies is investing in AI to better understand their customers and adapt their experience, and 33% of business leaders are investing in technology to improve agent productivity (and at the same time support their well-being).
And no, we didn't just invent this information, it's true and supported data that prove one thing: those who don't open the doors to Speech analytics and conversational AI, sooner or later, will be left behind. Do you want to be one of them? Keep browsing our blog for more information on how AI is an essential tool to become one of the leaders in your industry.
