To serve as technology consultants to our clients, we need to stay up to speed with the latest IT trends and solutions. To achieve that, our team of IT experts attends weekly training sessions. Our Tech Talks blog series offers a snapshot of these educational sessions.
A telecommunications provider wanted to improve the review process for service activation calls. The company had a team of analysts focused on quality assurance (QA), but the average handle time was 45 minutes. Analysts could review two calls per hour at best. The provider sought a more efficient and affordable QA solution.
Subsequently, the company opted for a speech analytics as a service solution from our portfolio. Third-party speech analytics experts worked with the client’s team to craft 40 language indicators of agent behaviors vital to compliance and QA. Then, utilizing advanced speech analytics software, the experts established a customized speech analytics program that reviews and scores calls based on the indicators.
As a result, most of the company’s QA processes are now automated. The telecom provider achieved a 40 percent reduction in overhead costs and a 50 percent QA efficiency boost. Additionally, thanks to automation, they now monitor and review 100 percent of calls.
That’s one example of the power of speech analytics as a service. We recommend evaluating the same solution for your business if you want to increase efficiency and enhance agent and customer experiences while containing costs.
Speech analytics as a service: Key features and benefits
With speech analytics, you can harness what your customers say across channels (calls, emails, SMS, etc.) to understand their journeys and experiences better. Speech analytics as a service can help if either of the following scenarios sounds familiar:
You’ve invested in speech analytics tools but lack the in-house expertise to maximize your return on investment.
You want to explore speech analytics without making a significant investment in software.
The speech analytics as a service offerings in our portfolio can assist with both short- and long-term projects. Experts can support you with the following services:
Reviewing your QA scorecards to identify potential opportunities for improving efficiency
Training your team in speech analytics
Identifying processes that you could automate
Creating content for QA scorecards according to your specifications
Analyzing recordings to provide insights into opportunities for improvement
Providing access to a customer interaction analytics platform or working with your existing tools
Our team of technology advisors is here to help if you want more info on your speech analytics options and other contact center solutions. With 20+ years of telephony and IT experience, cutting-edge market data, comparison matrices, and access to niche offerings, we’ll identify the best solutions available that align with your business needs. Don’t spend dozens of hours navigating complex marketplaces on your own when we can do the homework for you.
Get started by calling 877-599-3999 or emailing sales@stratospherenetworks.com.
