NobelBiz® Blog | First Contact Podcast VIDEO | Benefits of Call Center Speech Analyticshttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png Host Christian Montes Executive Director of Sales at NobelBIz The benefits of voice analytics are undeniable but is it viable as a tool for all contact centers? With decades of experience in consulting, Fred thinks it's valuable to organizations, only when it’s implemented properly and driven to agent level. More from the episode! https://nobelbiz.com/wp-content/uploads/2021/05/Stacey.png Guest Fred Stacey Co-Founder & GM of Cloud Call Center Search Published on May 21st, 2021 Benefits of Call Center Speech Analytics Voice analytics consists in the process of speech analyzing engines from audio recordings, and extracting voice data insights by converting audio into text. The focus point of the analysis are the emotions, speech patterns and any other signal the speaker might provide in order for the call center to improve and provide better service to their customers. PGlmcmFtZSBzcmM9Imh0dHBzOi8vb3Blbi5zcG90aWZ5LmNvbS9lbWJlZC9lcGlzb2RlLzZ2MG1hVjgxRWVWWnAyajNKQUFHWjYiIHdpZHRoPSIxMDAlIiBoZWlnaHQ9IjIzMiIgZnJhbWVib3JkZXI9IjAiIGFsbG93dHJhbnNwYXJlbmN5PSJ0cnVlIiBhbGxvdz0iZW5jcnlwdGVkLW1lZGlhIj48L2lmcmFtZT4 The main problem is the majority of call centers today analyze their calls manually, which only gives them the possibility to analyze a small percentage of their call volume and that creates huge gaps and inaccuracy in data processing. First-call resolution is one of the most important metrics in a call center, the ability to solve a customer’s problem on first contact and indicates customer satisfaction and great customer experience. With tools like voice data analytics, the questions of call resolution KPIs are instantly addressed, measured and improved. Christian: You had mentioned analytics and we talked about speech analytics as well. Do you think everyone should be doing that? Is everyone needing to adopt that? And if so, do you see it right now being at a pace where it totally makes sense for companies to leverage those use cases? Or is it like: ‘hey, not ready, or in the future, I can see it doing this, and it's gonna blow your mind.’ Fred: It's ready. And it has been usable and valuable to organizations, when implemented properly and driven down to the agent level. What I would say is, is it for everybody? No, that's the reality.You give me a 50 seat contact center that has a good quality, supervisor, team: do you really need the voice analytics tool in order to do QA, QM and monitor and do the things you don't need? Would it pre create value if you were a data driven organization, and you're wanting to capture the voice of the customer from an analytic from a discussion standpoint, and really analyze that data to do other things? Absolutely. I could see the justification. But really, where it starts to become kind of a no brainer is in that 100 plus seat environment. Because there's no way you can scale quality assurance, quality management there. The average contact center of that size or larger is lucky if they analyze 1% of the call volume, usually it's a lot less, which is kind of scary when you think about it, because then you're training and coaching off of what may be a good or bad single instance of a conversation. And it's representative of really what's going on. And 99% of the time, it's not. I've run a center, I've had QA teams, and they are looking for one good and one bad call. But that's what they're doing. And they're purposefully looking for those things, to try to identify enough to teach them right. They're trying to identify the right things to coach, but you're not getting consistent behaviors, you're not understanding where the moments are, you're not getting any sentiment analysis. Then you get absolutely zero visibility into the actual conversation and being able to mine that data and use. The easiest ROI cases A voice analytics is absolutely viable. I recommend it for any contact center. Anything over 100 users, there's no way you can possibly scale your quality assurance team. And you're not replacing them. I think this is kind of a misnomer, everybody wants to replace people with technology because it's cost savings. But I definitely don't look at it that way. You still need the human to be able to coach the agents. You still need leaders, you still need QA, QM, you need people to manage that. But at 100 seats as you start to scale that upwards, the only way you're going to do quality assurance and quality management well and across the whole week, month, quarter year and have an agent and really see them grow is through tools like that. There's no other way to do it. And and the fact that the technology is now more readily available for a lot less than it used to, it's a no brainer. It's one of the easiest ROI cases in technology that we have today. Work Remotely with our True Omnichannel Solution: NobelBiz OMNI+ Brings Your Contact Center into the Present You need a solution that lets you do everything remotely, from a single platform with as little effort as possible. That’s where NobelBiz OMNI+ comes in!