Speech analytics can give you priceless insights into your company operations and help drive you towards valuable results.
Improve the performance & quality of your contact centre
Xdroid Speech Analytics
Xdroid speech analytics supports the automated quality management of a contact centre by quickly and easily identifying critical conversations.
Speech analytics helps to identify dissatisfied customers, those planning to cancel their contract and potential legal or authority cases.
There is also the opportunity to help call centre agents improve their performance. Xdroid speech analytics provides objective measurements to help identify any coaching and training needs.
Xdroid speech analytics features
Escalation requests and explained reasoning
Call visualisation and categorisation
Sentiment and speech style analytics
Productivity and performance tracking
Custom reports and alerts
Automated quality management
Speech to text transcription
Compliance and Regulation
Reduce
Average Handling Time (AHT)
Xdroid Speech analytics significantly reduces Average Handling Time (AHT) by automating the process of analysing customer interactions. Through advanced algorithms, it swiftly identifies keywords, sentiment, and key phrases, enabling agents to swiftly address customer needs. By providing real-time insights, agents can streamline conversations, resolve issues promptly, and offer tailored solutions. This eliminates the need for manual review of call recordings, saving valuable time and resources. Automated wrap up and call summary notes further reduces the time taken for an agent to handle a call. With speech analytics, businesses can optimise operational efficiency, enhance customer satisfaction, and ultimately, reduce average call handling time, leading to more productive and impactful interactions.
Automated
Quality Assurance
Speech analytics coupled with automated quality assurance revolutionises call centre operations to accurately QA check thousands of interactions, at mass scale. This utilises advanced algorithms to analyse customer interactions, identifying trends, sentiment, and areas for improvement. Automated quality assurance ensures adherence to standards compliance, highlighting training needs and enhancing agent performance. By streamlining the review process, businesses save time and resources while maintaining consistency and compliance. Speech analytics provides valuable insights into customer experience, enabling proactive measures to enhance satisfaction and loyalty. Together, these technologies empower call centres to deliver exceptional service, driving efficiency, and fostering stronger customer relationships.
Identify
Customer Vulnerability
Speech analytics is a powerful tool for identifying customer vulnerability within call centre interactions. By analysing voice data and language patterns, it can detect signs of distress, frustration, or uncertainty. This allows agents to respond with empathy and tailored support, ensuring vulnerable customers receive the assistance they need. Whether it’s financial difficulties, health concerns, or emotional distress, speech analytics helps businesses prioritise and address these situations effectively. Equally it can also identify when the agent is finding themselves in a vulnerable situation where a customer is becoming abusive. By proactively identifying and assisting vulnerable customers, businesses can enhance customer satisfaction, loyalty, and trust, ultimately fostering stronger and more meaningful customer relationships.
FAQs
What is speech analytics?
Speech analytics is a technology that analyses and extracts meaningful insights from live and recorded spoken conversations. By utilizing complex algorithms and natural language processing (NLP), it transforms unstructured audio data into valuable information that can be used to improve business processes, customer experiences, and overall performance.
What can speech analytics do?
Speech analytics boasts a wide range of capabilities, offering valuable insights across various industries and purposes. Here are some key things it can do:
Customer Experience:
Analyse customer sentiment: Identify positive, negative, or neutral emotions expressed in conversations, gauging customer satisfaction and areas for improvement.
Uncover common customer issues: Categorise interactions based on discussed topics, pinpointing frequently encountered problems and product pain points.
Improve agent performance: Evaluate call transcripts to identify strengths and weaknesses in agent communication and offer targeted coaching.
Personalise interactions: Utilise customer insights to tailor future interactions based on individual preferences and buying history.
Operational Efficiency:
Reduce call times: Analyse the average call duration and identify opportunities for streamlining agent communication and resolving issues faster.
Automate tasks: Extract frequently asked questions and answers from calls to build chatbots or automated responses, reducing agent workload.
Optimise resources: Analyse call volume patterns and allocate staff accordingly to improve efficiency and reduce wait times.
Identify bottlenecks: Pinpoint processes slowing down customer service operations and recommend solutions for smoother workflows.
Compliance & Security:
Monitor sensitive language: Flag calls containing potential fraud indicators, abusive language, or regulatory violations.
Improve compliance training: Analyse conversations for adherence to company policies and identify areas where employees need additional training.
Reduce compliance risks: Proactively identify potential issues and take action to mitigate them before they become major problems.
Sales & Marketing:
Analyse sales calls: Evaluate sales agent performance, identify common objections, and provide coaching to improve conversion rates.
Gather market research: Analyse customer feedback calls to understand product preferences, competitor strengths, and market trends.
Target marketing campaigns: Utilise customer insights to personalise marketing messages and tailor them to specific audiences.
Measure campaign effectiveness: Analyse customer responses to marketing campaigns and identify areas for improvement.
Other Applications:
Healthcare: Analyse patient interactions to improve communication, identify unmet needs, and personalize treatment plans.
Education: Analyse student-teacher interactions to assess learning styles, identify learning gaps, and personalise teaching methods.
Human Resources: Analyse interviews and employee feedback to identify candidate strengths and weaknesses, and enhance employer-employee communication.
Overall, speech analytics is a powerful tool that can provide valuable insights into your business communications. By unlocking the secrets of what’s being said, it empowers you to make data-driven decisions and improve various aspects of your operations.
Why do we need speech analytics?
Speech analytics is essential for several reasons:
Insight Generation: It helps in extracting valuable insights from customer interactions, providing businesses with a deeper understanding of customer needs, preferences, and pain points.
Quality Assurance: Speech analytics allows businesses to monitor and evaluate the quality of customer interactions, ensuring compliance with company standards and regulations.
Performance Improvement: By analysing agent-customer conversations, businesses can identify areas for improvement in agent training, script adherence, and customer service techniques.
Customer Experience Enhancement: It enables businesses to personalise interactions, address customer issues promptly, and anticipate needs, thereby enhancing overall customer experience.
Compliance and Risk Management: Speech analytics helps in identifying compliance breaches and potential risks, enabling businesses to mitigate legal and regulatory issues proactively.
Operational Efficiency: By automating the analysis of large volumes of customer conversations, speech analytics saves time and resources, leading to improved operational efficiency.
Overall, speech analytics is indispensable for businesses looking to stay competitive, enhance customer satisfaction, and drive growth in today’s dynamic market landscape.
Who uses speech analytics?
Speech analytics can be useful for a variety of individuals and businesses. It can be successfully used to:
Improve employee performance and productivity
Gain insights into customers and their habits
Increase customer retention
Boost sales conversion rates
Reduce and eliminate legal or authority cases
Find out more about Xdroid speech analytics
Agent Assist
Contact Centre Software Solutions
Xdroid Operator Assist
Agent Compliance from Xdroid
Avoira have been incredibly supportive in assisting us with securing the full potential of Xdroid, a technology we see as an absolute game-changer.
