Voice Analytics For Quality Assurance In The Contact Center
Quantifying customer sentiment is a big deal these days. Customer loyalty is at the top of the list of goals for every business thriving today. Equally important is the ongoing task of ensuring the Contact Center staff is friendly, knowledgeable, and capable while ensuring brand consistency with every customer interaction encountered.
However, having the time to dedicate to charting the customer experience while simultaneously evaluating agent performance is a time-consuming task that usually touches less than 10% of actual contact center interactions. Most contact centers today will evaluate between 1-5% customer interactions per agent per month. This paints a very skewed picture of actual customer experience and agent performance, being a mere fraction of interactions in any given period-of-time.
Voice Analytics In The Contact Center Increase Customer Experience If Used Correctly
Voice Analytics is a game-changer. In short, voice analytics technology can ingest 100% of interactions, convert conversations to data, and then apply application rules analyzing the conversation, while applying logic and sentiment analysis, both from the agent perspective and the customer experience.
Voice Analytics can be used to track compliance, track overtalking, silence, frustration, conversation escalation, to name just a few examples. In doing so, voice analytics and highlight when agents forget to say a required phrase or when an agent says something inappropriate. Ultimately, voice analytics can tell you what was said nor not said, and how things were said.
Voice Analytics can produce reports that show the most common customer inquiries, keeping you up-to-date on the latest customer needs and trends in your business. This helps your operation keep pace with the ongoing and current requests of customers. This is a great tool for creating strategic operational changes and policies more in line with what customers seek.
Lastly, voice analytics can automate the complete QA process, saving supervisors, team leads, and/or QA analysts an inordinate amount of time.