Contact centres are adopting more and more remarkable technologies in their operations to level up their customer experience and service delivery performance, and it is completely aligned with the expectations of today’s tech-savvy customers. A recent study has shown that 44 % of consumers expect businesses and brands to engage more technical resources to make the customer experience smoother. Quality assurance software is no exception. It utilizes technologies like AI, voice to text, and speech analysis to make QA practices smarter.
Transform Quality Monitoring and Management with Speech Analytics
Speech analytics is an incredible technology and is getting highly popular in the contact center industry. It can play a key role in automating quality monitoring and management in the contact centers. This quality assurance software is incorporating the new technologies to offer conversational intelligence and voice analytics, and these data enable contact centers to:
- analyze the larger amount of calls and data faster utilizing the fewer amount of resources
- identify a wide range of scenarios with more coverage and 100 % audit capabilities
- automating the scoring and monitoring process and most of the QA operation
The Role and impact of speech analytics in the Call Centre quality monitoring process
Incorporating speech analytics technology in the Quality assurance software can bring significant change in the Quality Assurance process. Speech analytics has become one of the most sought-after technologies. It can identify the pain points and problems in contact center operation and service delivery accurately and efficiently. Quality assurance software with speech-to-text and voice analysis capabilities can quickly determine the problems that customers are experiencing when contacting customer service. The technology also highlights various issues that are affecting customer experience and preventing the contact center from realizing its goals.
Intelligent technologies like speech analytics enable quality professionals to perform better quality monitoring and assessment. The insights from the quality assurance software should be used in combination with human intelligence to maximize the benefits and the value that technology can offer. The detailed insights that speech analytics generates help QA professionals pinpoint the problem areas. The conversational analytics from a quality assurance software assist in discovering the challenges and issues that agents are facing in a call center. It also helps the QAs in crafting creative solutions to resolve them.
One of the most tempting features of speech analytics technology is its ability to review every customer interaction efficiently. It automatically records each conversation and translates it into machine-readable texts. These agent-customer conversations produce a large amount of voice data. Mining these unstructured voice data from quality assurance software enables the contact center managers to understand the hidden trends and behavioral patterns existing in the contact center operation. With speech analytics technology, they can interpret voice data to review the agent’s performance. They can also understand how they are interacting with the consumers.
End Note
Quality assurance software with automated call recording and speech analytics abilities helps the contact center review 100% of calls. It is a highly valuable feature for call centers where maintaining regulatory compliance is extremely important and a challenging issue for the management leaders. A large amount of voice data from the QA software also helps call centers discover customer preferences. Complete conversational analysis helps the CX leaders identify what their customers like or dislike. This further helps them improve customer loyalty. According to research, 72% of companies believe that speech analytics can significantly improve the customer experience.
Speech analytics tracks and analyzes calls and provides actionable insights and intelligence. This helps improve customer experience and agent performance. Omind Technologies have built quality solutions with 100 % call recording and transcription abilities, generating valuable insights for its users. Connect with us to know more about how our QA solutions are optimizing quality monitoring and management with intelligent call auditing facilities.
