Posted on: Monday, July 11th, 2016
How often do you interact with your customers? If you’re in any customer service field, chances are, you interact with your customers on a daily, hourly basis (and, let’s be honest, maybe even more than that). Whether it’s via email, or on social media, or even on the phone, you’re probably finding yourself communicating with your customers more than ever and in more ways than ever.
It might be the age of “so connected we’re disconnected,” but studies continue to reveal that customers much prefer speaking directly to someone from your company. This means that, yes, it’s easier to write an email, yes, it’s easier to send an instant message, but your customers would still rather hear your lovely voice. Isn’t that nice?
You know how important tracking and analytics are to your website and social media campaigns, but are you applying any of those same strategies to your other communication platforms, like, say, your phone calls? With voice to data for analytics, you can do just that.
The first and most basic way to collect information from your agent’s phone calls with customers is to listen to them. Sure, this might seem a little snoopy, but it really is one of the most effective ways to track what’s working and what’s not. You’ll be able to expose valuable information, while also keeping track of any oversights or compliance violations. Many forms of technology will actually transcribe these conversations for you into standard text.
But that’s not all. Voice to data for analytics can actually tell you what the conversation was about, what the emotions were and if the customer was satisfied…or not. Pretty nifty, huh?
Here are some of the key insights that can be garnered from voice to data for analytics:
How’s everyone feeling? – Today’s technologies can actually detect the emotional character of the phone calls.
Who’s speaking? – If you’ve ever used voice-to-text programs, you know how important accuracy is. Find a software that is known for their ability to separate speakers, so that you know not only who’s speaking in the transcription, but also so that the emotion of each speaker can be analyzed.
What are they talking about? – By detecting certain words or phrases, voice to data analytics software can tell you what the conversation is about, as well as the key topics that were discussed. You’ll also be able to track the most common topics mentioned by customers, helping you to understand the biggest problems that need solving.
Who’s interrupting whom? – If an agent and a customer are talking over each other, how do you think the conversation is going? Yeah, probably not well. Voice to data for analytics software can actually detect this.
Nowadays, it’s not enough to just have a conversation on the phone. You need to track it, collect data and really analyze the efficiency of your overall phone communications strategy; otherwise valuable data could be lost. Voice to data analytics can highlight things like operational issues, agent performance, and information about your product, services, process and more that might otherwise be wasted. It can even help you pinpoint ways to bolster training and coaching to better prepare your agents for any variety of call.
Are you currently using voice to data for analytics in the workplace? Tell us on Twitter @LogicalAdv which software you use and how it’s helped you!Go Back