The 24 use cases of Speech Analytics operational in France
Batvoice AI reveals below 24 use cases already operational in France in numerous companies from different sectors such as : telecommunication, insurance, banking, energy, retail, services, leisure.
In the list below, the use cases that improve the FCR directly or indirectly are highlighted in bold and are numbered as 17
Summary of use cases & underlying problems of the FCR rate
Improving satisfaction
1. Reduce customer re-calls
2. Identify irritants in the customer journey
3. Identify recurring issues to be digitised
4. Identify processes to be improved
5. Identify calls containing customer risk
6. Identify calls with low CSAT to activate a customer callback (BETA)
7. Prioritise retention and customer experience actions
8. Predict churn (BETA)
9. Predicting CSAT (BETA)
Improving quality
10. Improving the counsellor's discourse and monitoring quality processes
11. Report agents' problems (compliant/non-compliant calls)
12. Improve the reliability of the conformity score between internal and external call centres
13. Obtain an inter-platform comparative analysis of quality
14. Do more automatic evaluations
15. Target training actions and make the skill improvements more reliable
Increasing productivity
16. Reduce time spent on evaluations by automating quality/compliance evaluations
17. Reduce time spent on call coding and improve its quality
18. Automate reporting
Improve conversion
19. Monitor and validate the presence of additional service proposals by advisors
20. Identify recurring objections
21. Identify upsell opportunities
22. Identify advisor improvement areas and conversion factors
23. Monitor and improve proposal rates for complementary services
24. Identify inbound calls with a sales opportunity and add them to a callback process (outbound calls) made by agents (BETA)