Speech Analytics can be explains in 3 simple steps
You go to a lot of trouble to recruit and train your staff. But do you know how they are performing when talking to your customers? Randomly sampling calls can only give a “snapshot” and is time consuming and expensive.
Speech analytics automatically analyses all calls, checking for words and phrases that should be included in every conversation, for example terms and conditions, mandated phrases and so on.
You will be able to identify particular calls that don’t meet the parameters you set, allowing problems to be quickly rectified, and highlight staff that may require support or training.
See the video.
Check EVERY call Ensure compliance and boost agent results
Key Phrases Check important phrases are included in every conversation
Problem Calls Quickly identify problem calls and respond immediately
Live Mode Monitor calls as they take place and react instantly