22 Speech Analytics use cases in operation in France
In today's world, speechanalyticsrepresents a major innovation for customer relations centers.
To help you imagine all the possibilities speech analytics has to offer, Batvoice AI reveals below 24 use cases already operational in France in a wide range of companies in different sectors, such as telecoms, insurance, banking and energy.
What is Speech Analytics?
Speech Analytics is a technology foranalyzing interactions between customers and call center agents, by collecting and exploiting voice data from customer calls.
Traditionally, this technology has been used in customer relations to better understand the Voice of the Customer, playing an essential role in call centers.
Combined with Quality Management or Quality Monitoring, speech analytics also involves the analysis of advisors' voices in addition to those of customers. This approach makes it possible to validate interaction quality and compliance controls more effectively.
Let's take a closer look at how speech analytics can improve your company's customer satisfaction, quality, productivity and conversions through these 24 use cases.
Improving satisfaction
1. Reduce customer call-backs
To improve customer satisfaction, voice analysis identifies recurring reasons for re-calls, enabling counter-measures to be implemented proactively. This increases problem resolution at first contact, reducing the need to call back for the same request.
2. Identify irritants in the customer journey
Call analysis highlights friction points in the customer journey, enabling these irritants to be targeted and eliminated quickly. These ongoing adjustments contribute to a much smoother customer experience.
3. Identify recurring issues to be digitized
By examining common call topics, you can decide which questions could be addressed by digitalized FAQs and guides to reduce calls and relieve agents.
4. Identify processes for improvement
Call subject analysis also helps identify internal processes in need of improvement. By better understanding these gaps, you can fine-tune your processes to improve customer experience and loyalty.
5. Identify calls at risk of churn
Detecting certain emotions and language patterns during calls can indicate that customers are dissatisfied or about to leave. By identifying these risks early, you can intervene quickly before the customer decides to turn to a competitor.
6. Identify calls with low CSAT to activate a customer callback
Combining speech analytics with CSAT tools enables you to identify calls with low customer satisfaction scores. This gives you the opportunity to call these customers back to resolve issues, improve their experience and turn potential detractors into promoters.
7. Prioritize retention and customer experience actions
Using analytical data, you can rank and prioritize retention actions. Adopting a targeted approach helps you focus your efforts where they will have the greatest impact on customer satisfaction and loyalty.
Improving quality
8. Improve customer relations and monitor quality processes
Speech Analytics can also be integrated into Quality Management processes. By analyzing conversations, supervisors can identify areas for improvement in customer speech, and track the results of solutions implemented.
9. Report agent problems (compliant/non-compliant calls)
By evaluating each call, you can determine whether or not it conforms to your company's quality standards. This enables you to quickly address recurring problems and take the necessary steps to improve the customer experience.
10. Reliable compliance rating between internal and external trays
It's important to have consistent evaluation across internal and external teams to ensure a uniform customer experience. You can use a platform like Batvoice AI to centralize data and check that the quality of interactions is at the same level everywhere.
11. Obtain an inter-plateau comparative view of quality
With Speech Analytics, you can easily compare performance and quality between different sets. This gives you an overview and helps you identify which teams need more attention.
12. Perform more automated quality assessments
Under normal circumstances, only 1% of calls are listened to, whereas automated evaluations enable 25 times more calls to be analyzed without any additional manual effort. Thanks to this, supervisors can obtain a much more complete and reliable picture of agent performance.
13. Targeting training initiatives and making skills development more reliable
With precise insights into advisor performance, you can better target the training required for each individual. This ensures a faster and more effective skills upgrade, by responding specifically to individual needs.
Increasing productivity
14. Reduce time spent on quality and compliance assessments thanks to automation
Automating quality and complianceassessments can greatly improve efficiency. Batvoice customers spend on average half the time on each assessment, and 30% less time on all quality processes.
15. Reduce time spent on call coding and improve quality
Call coding is often a laborious process. Speech analytics can make this process faster and more accurate. Based on call content, it automatically identifies relevant tags, freeing your team from this time-consuming task for more value-added tasks.
16. Automate reporting
You can schedule regular reports and receive them by e-mail to monitor performance, identify trends and adjust your strategies accordingly. This ensures faster, data-driven decision-making.
Improve conversion
17. Identify recurring objections
Speech analytics helps you identify common customer objections during sales calls. By better understanding what prevents your customers from making a purchase, you can adapt your approach and provide your advisors with the resources they need to respond effectively to these objections.
18. Identify areas for advisor improvement and conversion factors
Call analysis enables you to evaluate the sales performance of each advisor. By identifying areas for improvement, you can offer targeted training to reinforce their skills and increase their conversion rates.
19. Identify incoming calls presenting a sales opportunity
Identifying calls that offer sales opportunities is crucial to increasing your sales. Once identified by speech analytics, the platform automatically schedules targeted callbacks to seize these opportunities.
20. Identify upsell opportunities
With a detailed analysis of conversations, you can detect often unsuspected up-sell opportunities. This enables your teams to adapt their discourse in real time to offer more upscale products or services where relevant, thereby increasing company revenues.
21. Monitor and validate the presence of additional service proposals by advisors.
To ensure a good conversion strategy, it's important to check that your advisors are systematically proposing additional services to customers where relevant. This can be achieved using speech analytics, which listen to and evaluate calls to ensure that every opportunity is seized.
22. Monitor and improve cross-sell and up-sell offer proposal rates.
Speech analytics tracks the frequency and effectiveness of up-sell and cross-sell offers made by agents. By analyzing conversations, it is possible to identify opportune moments for these proposals and optimize sales scripts and strategies.
