The 22 operational Speech Analytics use cases in France
In today's world, speech analytics represents a major innovation for customer relationship centers.
To help you envision all the possibilities that speech analytics can offer, Batvoice AI reveals below 24 use cases already operational in France across numerous companies in various sectors such as telecommunications, insurance, banking, and energy.
What is Speech Analytics?
Voice analytics, or Speech Analytics, is a technology that allows you to analyze interactions between customers and advisors by collecting and leveraging voice data from customer calls.
Traditionally, this technology is used in the field of customer relations to better understand the Voice of the Customer, thus playing an essential role in call centers.
Combined with Quality Management or Quality Monitoring, speech analytics also involves analyzing the voice of advisors in addition to that of customers. This approach allows for more effective validation of quality and compliance controls of interactions.
Let's take a closer look at how speech analytics can improve customer satisfaction, quality, productivity, and conversions for your business through these 24 use cases.
Improve satisfaction
1. Reduce customer call-backs
To improve customer satisfaction, voice analytics identifies the recurring reasons for call-backs in order to proactively implement countermeasures. This increases first call resolution, thus reducing the need to call back for the same request.
2. Identify pain points in the customer journey
Call analysis highlights friction points in the customer journey, allowing for quick targeting and elimination of these irritants. These continuous adjustments contribute to making the customer experience much smoother.
3. Identify recurring questions to digitize
By examining the common topics discussed during calls, you can decide which questions could be addressed by digitized FAQs and guides to reduce calls and relieve agents.
4. Identify processes to improve
The analysis of call topics also helps identify internal processes that need improvement. By better understanding these gaps, you can refine your processes to improve customer experience and loyalty.
5. Identify calls containing a churn risk
The detection of 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 trigger a customer callback
Combining speech analytics with CSAT tools allows you to identify calls that have received a low customer satisfaction score. 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
The use of analytical data allows you to classify and prioritize retention actions. Adopting a targeted approach helps you focus your efforts where they will have the most impact on customer satisfaction and loyalty.
Improve quality
8. Improve customer discourse and ensure follow-up of quality processes
Speech analytics can also be integrated into quality management processes. By analyzing conversations, supervisors can identify areas for improving customer interactions and monitor the results of implemented solutions.
9. Escalate agent issues (compliant/non-compliant calls)
By evaluating each call, you can determine whether it complies with your company's quality standards. This allows you to quickly address recurring issues and take the necessary measures to improve the customer experience.
10. Ensure consistent compliance scoring across internal and external sites
It is important to have a consistent evaluation between internal and external teams to ensure a uniform customer experience. You can use a platform like Batvoice AI to centralize data and verify that the quality of interactions is at the same level everywhere.
11. Obtain a comparative inter-site analysis view of quality
With speech analytics, you can easily compare performance and quality between different sites. This gives you an overview and helps you identify the teams that need more attention.
12. Automate more quality assessments
Normally, only 1% of calls are listened to, whereas automating assessments allows you to analyze 25 times more calls without additional manual effort. As a result, supervisors can obtain a much more complete and reliable picture of agent performance.
13. Target training actions and ensure reliable skills development
With precise insights into advisor performance, you can better target the training needed for each of them. This ensures faster and more effective skills development by specifically addressing individual needs.
Increase productivity
14. Reduce time spent on quality and compliance assessments through automation
The automation of quality assessments and compliance can greatly improve efficiency. Batvoice's customers spend on average twice less time on each assessment and 30% less time on all quality processes.
15. Reduce time spent on call coding and improve its quality
Call coding is often a laborious process. Speech analytics can make this process faster and more accurate. Depending on the content of the calls, it automatically identifies relevant tags, freeing your team from this time-consuming task for tasks with higher added value.
16. Automate reporting
You can schedule regular reports and receive them by email to track performance, identify trends, and adjust your strategies accordingly. This ensures faster decision-making based on concrete data.
Improve conversion
17. Identify recurring objections
Speech analytics helps you identify frequent objections from customers 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 effectively address these objections.
18. Identify areas for advisor improvement and conversion factors
Call analytics allows you to evaluate the sales performance of each advisor. By identifying areas for improvement, you can offer targeted training to strengthen their skills and increase their conversion rates.
19. Identify inbound calls with a sales opportunity
Identifying calls that offer sales opportunities is crucial to increasing your revenue. Once identified by speech analytics, the platform automatically schedules targeted callbacks to seize these opportunities.
20. Identify upsell opportunities
With detailed conversation analysis, you can detect often-overlooked upselling opportunities. This enables your teams to adapt their approach in real-time to offer higher-end products or services when relevant, thereby increasing company revenue.
21. Monitor and validate the presence of additional service proposals by advisors
To ensure a sound conversion strategy, it is important to verify that your advisors systematically offer additional services to clients when relevant. This can be achieved through speech analytics, which allows for listening to and evaluating calls to ensure that every opportunity is seized.
22. Monitor and improve the proposal rates for cross-sell and up-sell offers
Speech analytics enables the monitoring of 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 to optimize sales scripts and strategies.
