Speech analytics
There's so much valuable insight buried in each customer interaction, but the question is how to extract that information. That's where speech analytics comes in. Book a product tour to see how it works!
For most companies, getting useful business intelligence and insights that help them understand their customers better doesn’t require fancy surveys or outsourcing work to expensive research agencies.
They already have all the insights they need—in their customer calls. And their contact centre teams probably already have easy access to this information.
Traditionally, it would be through listening to call recordings one by one and taking notes, which, as you can imagine, is pretty time-consuming and labor-intensive.
Good news is, call centres and contact centres don’t have to do that anymore because of automation. Specifically, speech analytics.
But what exactly is speech analytics? How does it work? And how can it help contact centres improve operational efficiency?
What is “speech analytics?”
As its name suggests, speech analytics are the data and insights you get from digging into conversations that your business has—usually on the phone, and usually with customers and prospects.
You can get speech analytics for both live calls and recorded ones, and if your software has a really good speech-to-text feature, it could even transcribe calls in real-time.
For example, Dialpad Ai does exactly this—and can also analyze speech and pick up on keywords and phrases chosen by the user.
This functionality gives contact centres many more possibilities in terms of what they can do with all these conversations they’re having with customers every day.
It also integrates with CRMs like Salesforce and HubSpot, and other tools like Zendesk to provide these real-time transcriptions and automatically log customer interactions, right inside those tools:
👉 Dialpad tip:
A good speech analytics solution should at the very least be able to transcribe conversations accurately. Otherwise, it can’t provide you with the actionable insights you need to make informed decisions and improve agent performance.
What contact centres can do with Dialpad's speech analytics
Spot problem areas more easily
Are certain competitors coming up in conversations more? Maybe you’re interested in reasons why customers call to ask for refunds. You can program these words and phrases into Dialpad to track how often they come up in conversations, improve agent training, and provide a better customer experience.
Reduce churn
Retaining customers is important for every business. What if you could anticipate issues better and solve issues before customers leave you? A speech analytics tool like Dialpad can help managers pick out these issues more quickly and instantly spot if calls are dipping into negative sentiment territory—as they're happening.
Coach agents at scale
What if an agent needs assistance during a phone call? With Dialpad, not only can call centre managers and supervisors see a live sentiment analysis for each call, they can also use Dialpad Ai to do mass coaching at scale with real-time agent assists that pop up automatically on their teams' screens when tricky questions come up.
Provide a great customer experience while reducing costs
Use customer insights from your calls to improve your quality assurance and quality monitoring efforts, reduce the number of repeat calls—and ultimately, improve customer satisfaction—at a lower cost.
Easily identify and address compliance issues
Compliance is a top priority for contact centres and call centres in quite a few industries. As well as adhering to legislation like the Payment Card Industry Data Security Standard (PCI-DSS) and Healthcare Insurance Portability and Accountability Act (HIPAA), you also need to adhere to the requirement in many states that customers must give consent for a call to be recorded. Along with Dialpad's speech analytics, you can also build custom APIs to automatically identify compliance issues in customer engagements.
Start harnessing AI-driven speech analytics with Dialpad
You may already have a team of great agents working in your contact centre or call centre, but with a good speech analytics tool, you can turn those great agents into super agents.
By analyzing the conversations between customers and agents, either in real-time or later as call recordings or transcriptions, you can adjust your tactics to improve your contact centre performance.
Interested in speech analytics?
From helping you improve your FAQ self-service knowledge base to finding new ways to provide the best customer experience possible, the uses are endless. Book a demo of Dialpad Ai, or take a self-guided interactive tour of the app first!