How Speech Analytics Helped These Three Contact Centers

WebRTC and cloud felt like the belles of the Enterprise Connect 2013 ball (read about Avaya’s new Collaborative Cloud and involvement in WebRTC here). No matter the clever quips from analyst Sheila McGee-Smith, veteran technologies like contact centers felt a little overshadowed.

Which is a shame to me, for two reasons. Contact centers and how you manage your customers’ experience are only growing in importance. In contrast to some of the hype-ware on display at EC13, innovations such as contact center analytics are delivering in a major way for organizations today.

As part of a panel on social and analytics in the contact center on Thursday, Avaya was capably represented by Tyra Hattersley, a speech analytics engineer who shared several stories about the gains enjoyed by users of our Avaya Speech Analytics. ASA is a fully-integrated solution that provides call recording, search and call text analysis (analytics). It can also work with other vendors’ call recording gear, said Hattersley.

You can download Hattersley’s slide deck here, or just read my summary of the benefits each of these customers enjoyed:

1)Improve employee performance. One customer, a tax agency in the EMEA region, was looking to monitor all of its calls in order to perform a full-scale audit of why residents called and how effective their agents were today, and how they could improve their service. Using ASA, the agency figured out that agents were inadvertently boosting call volume by 30% because they were suggesting residents to call back to check on the status of their requests. Agents were also failing to suggest self-service options such as Web payments to callers. The agency was able to create new policies that cut their inbound calls by 16% and moved another 23% of callers to self-service options such as its improved Web site.

2)Boost revenues. Debt collection is a highly regulated industry. Agents must be precise in their language, not just for legal compliance, but also to maximize their effectiveness. One large debt recovery agency that used ASA was able boost its effectiveness at discovering which agents were incorrectly stating key phrases by 500%. This translated to better “Promise to Pay” rates among debtors, as well as boosted revenue. And it also reduced the number of fines this agency had to pay from agents failing to stick to their scripts.

3)Save money. Another ASA user, an EMEA-based travel retailer, wanted to minimize the cost per customer booking. Its Web site was not performing well – only 60% of travel bookings were completed at the site, below the industry average. As a result, the company was getting 4,500 calls per week related to the Web site, which cost the company an average of $5.05 per call. Using ASA to do a root cause analysis, the company was able to confirm that diverted web bookings was the primary reason why they failed to complete. That led the firm to enhance the right parts of its web site to help customers book their travel online without phone assistance. That slashed the number of expensive calls to its agents.

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