Building great customer experiences since 1972 Coordinated Systems, Inc. 165 Burnside Avenue, East Hartford, CT 06108 USA (860)289-2151, www.csiworld.com Executive Overview: Investigating the Value in Integrated Speech Analytics Current US economic conditions are continually forcing enterprises to cut costs and increase productivity. The call center, in particular, is often asked to reduce operating expenses as a result. In the past, reducing headcounts or level of service might have been an option, but fortunately, a powerful new application has emerged which can demonstrate a way to reduce cost AND improve service. To call center management, the power and capabilities inherent in speech analytics have been intriguing since before it was a reality. Having the ability to quickly find a call using simple keyword search would certainly be an advantage to any organization. Taking speech to the next level, where an organization can leverage speech analytics for quality automation, is where call center professionals really start to see an application for the technology. After all, speech analytics does the listening for you. Call center executives have been evaluating Speech Analytics for over a decade now. Common misperceptions are that the technology is too expensive, too immature and only reserved for the fortune 500. All three of those perceptions are no longer valid. Speech analytics is now an essential technology available to call centers of all size and scale. The technology is extremely easy to use and resulting reports are generated in real time. What s better, speech analytics is available as a fully integrated component of your call recording and quality monitoring suite, right from within the web browser. We ve assembled a quick list of bullet points which illustrate the key areas where you ll recognize a fast return on your investment: http://www.csiworld.com
Integrated Speech Analytics can help your team improve customer service: o Quickly identify trends in the types of calls your center is receiving: are they sales calls or support calls? Allocate your training resources appropriately. etc.) o Modify imperfect agent processes by quickly finding instances where agents have used slang ("Umm", "Err", "Yo", o Find out which callers have called in about the same issue more than once. o Group together keyword phrases which may indicate customer displeasure ("I'm not happy", "not working", "your service sucks") and instantly see how many calls match this category. o Find calls where agents did not achieve First Call Resolution based on matching keyword phrases such as "have you called about this problem before?" or "is this new problem? Call Insight Speech Analytics is fully integrated with your current call recording and quality optimization suite, Virtual Observer: o As soon as a call is recorded, the call is indexed by the phonetic speech engine, making it instantly and easily searchable by simple keyword phrases. o Navigation is extremely user friendly and familiar for current Virtual Observer users. The training cycle is extremely short for Call Insight. Page 2 of 5
o Within VO 4.0, Call Insight Speech Analytics delivers robust features right in the web browser. Call Insight is also integrated within the 3.0 fat client version of Virtual Observer. Integrated Speech Analytics can help your team identify emerging trends in real time: o Real-time reporting is customizable to the queries and trends you are interested in. o View trends in familiar graph styles or as a keyword phrase cloud, for true visual analysis. Speech Analytics can help your team find important calls faster: o Flag important calls such as those which mentioned a competitor's name. Improve call tagging and call scoring processes: o Automate call tagging processes: Contact Center supervisors spend countless hours marking calls based on various indicators, for example, "Sales", "Customer Service", and Disgruntled Customer". Now, Virtual Observer Call Insight gives you the opportunity to automate this function and reduce the time spent actually listening to calls. o Automate your call scoring processes: One of the largest expenses in running a call center is the amount of time supervisors spend evaluating and training agents to follow a script that is proven to work. Change all that with Call Insight Speech Analytics, which allows your team to spend less time scoring and more time analyzing the resulting metrics. Page 3 of 5
Speech Analytics can boost sales performance: o Sales opportunities (up-sell, cross-sell, new sales) can be boosted through the use of speech analytics within this department. By listening for key buying indicator phrases, managers can then identify which lost opportunities may have been won if handled by stronger personnel. The next calls which come in using the buying phrases can be transferred to the top salespeople. Likewise, the weaker sales staffers can be identified for additional e-learning and training. Speech Analytics can help your team ensure compliance: o Create a search using agent-trained trigger phrases such as "credit card number" or "social security number" to identify calls where sensitive data may be spoken and recorded. This has direct impact for Payment Card Industry (PCI) compliance in particular. Someone tasked with removing these types of media or the specific data in question will appreciate a view where they can just see a list of calls which match this particular query. Speech Analytics can help fine tune your marketing campaigns: o By creating search categories using your product names, brand names, ad slogans, and other keyword phrases, you can analyze emerging call trends on what's hot and what's not among all of your campaigns. Speech can be a tremendous asset for research and ideas by better understanding customer preferences and trends. Speech Analytics is more affordable now than it s ever been: o Speech analytics used to be a big, intimidating, expensive undertaking, offered only by the call recording industry giants. American ingenuity tells you as technology becomes more prevalent and better understood, it also becomes more palatable for more businesses. Page 4 of 5
Speech Analytics: ROI o Speech Analytics can deliver a rapid return on investment (ROI) when you consider the impact it can have on reducing operating expenses, improving performance, reducing customer loss, boosting sales performance, and adding to marketing research. o The price of speech analytics has dropped dramatically as the technology has matured and the market has caught up with the early adopters. A business case study could show an easy return using only additional revenue generated in the sales department (not including operating expense reduction or improved quality performance). Please feel free to utilize Coordinated Systems, Inc. (CSI) as a resource when investigating speech analytics solutions, even if you are not currently a Virtual Observer call recording customer. We d be happy to run through some scenarios with you to further investigate your potential return on this breakthrough technology. Please visit http://www.csiworld.com/features/enterprise-speech-analytics.php for additional information and contact details. Page 5 of 5