For companies that rely on a call center to provide customer service, a phone system that works is certainly essential. But even a system that is reliable in terms of calls may not have the capabilities necessary to truly bring your service and your company to the next level.
Phone analytics, in particular, those that are possible to track with a VoIP system, can be extremely powerful. Not only can they help to improve your overall customer service, but this type of contact center technology can offer insights into the customer experience that used to be much more difficult to uncover. Keep reading to find out how.
Call Center Analysis
A call center environment is most common for the use of VoIP analytics. Call centers have a large volume of data coming in each day, which gives analytics software a lot to work with and therefore presents the best learning opportunity. The two most common ways that call centers utilize VoIP analytics are by filtering through the sounds that come across the line for speech patterns and emotion.
In order to use VoIP speech analytics, you must use contact center technology to record your calls. Fortunately, this prerequisite practice is already quite common. With voice analytics software, these recordings are then processed for patterns and turned into textual transcripts for easy searching. By using this kind of analysis, contact centers can be much more efficient in searching for a range of terms that can be useful in making business decisions — such as the names of competitors or key phrases that indicate dissatisfaction.
VoIP analytics can also be used to detect a caller’s emotional state. This technology, of course, is not foolproof but can give a good overall impression of how a caller is feeling on the phone without having to take the time to assess individual words. For instance, the pitch and tone of a caller’s voice can indicate when they are frustrated or upset.
Benefits of VoIP Analytics
VoIP call analytics offer a number of advantages to companies that choose to utilize them. Improved customer service is the most obvious way to put these kinds of analytics to use. For example, you could use an emotional analysis to determine if any customer service agents had a high frequency of callers who were upset. This will allow you to assess any potential problems and give that particular agent time to make necessary changes. Further, you can use analysis to assess what scripts and language are most effective in solving issues or making sales, which in turn allows you to create data-based training and make smart choices.
Both voice analysis and emotional analysis can be used to improve the range of products and services you offer as well. Some products may have a higher instance of complaints while others are continuously mentioned as highlights. Because voice analytics give you the opportunity to assess many more calls than traditional spot checking methods, you can get a much clearer picture of customer opinions.
Finally, tracking mentions of your competitors, particularly when customers are returning an item or canceling a subscription can be extremely useful in determining how your stack up and where you could use improvement.
If you are running a contact center, you want to get the most benefit out of that expense. A VoIP phone system that allows you to track analytics can be the best way delve into your customers’ thought processes and ultimately improve your business’ performance.