Call data mining, also known anecdotally as capturing the ‘voice’ of the customer, can benefit many aspects of a business. However, without the appropriate technology, it is impossible or impractical for a company to capture customer interactions in a meaningful and efficient manner.
Here’s a quick rundown of five common challenges, along with how the latest advancements in speech analytics can help businesses overcome them so they can continue to grow and profit:
# 1. Customer Satisfaction
Customer service is often the main differentiator between two competing companies in today’s world. If there is no automated monitoring technology in place, monitoring the actual point of contact between a customer and an agent during a phone conversation can be difficult and time consuming.
# 2. Internal Processes and Cost Saving Opportunities
A business can improve efficiency by categorising calls using speech analytics to identify call type (based on search definitions and key phrases). High volume, long duration, and repeat calls will indicate areas where an organisation may be able to reduce average call handling times, shorten the time spent wrapping up a customer service conversation, and identify any causes for long duration calls that can be addressed to save agents time and money.
# 3. Collect Competitive and Market Intelligence
A speech analytics system can not only provide information about a company, but it can also be used to capture the latest promotions, strategies, and messages being promoted by top competitors. Knowing this information allows a business to adjust its campaigns, strategies, and tactics to combat the threat of competition.
# 4. Measure Marketing Effectiveness
Businesses gain a wealth of knowledge by listening to customers’ voices in order to better understand their position in the market and customer preferences. Search engines can use speech analytics to track the effectiveness of marketing campaigns, promotions, and key messages.
Conclusion
AI will boost operational efficiency, improve the customer experience, boost the bottom line, and help a company stay on track for growth. Cegura Technologies can help monitor customer experience with your agents. Call us today!
