Voice of the customer analysis in the contact centre

Unlock the potential of your voice data to drive growth

Every call is an opportunity to deepen your customer knowledge. Discover how Voice of the Customer (VoC) analysis can transform your interactions into real drivers of conversion, loyalty and customer satisfaction.

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THE BEST CUSTOMER RELATIONS CENTERS TRUST US

Pierre & Vacances logoCenter Parcs logoTeleperformance logoArmatis LC logoTotal Direct Energy logoTotal Direct Energy logo

Blind CRCs:
The costly error of untapped customer data

Calls handled by trial and error, where customer needs are lost in an ocean of voice data. Recurring complaints go unresolved, sales opportunities are ignored, and mistakes are repeated.
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Result? A degraded customer experience, dwindling loyalty, and untapped sales opportunities. Without the right tools, these challenges turn into real obstacles to success.
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Find out how Speech Analytics can turn these challenges into tangible successes for your call center.

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Capitalize on the Voice of the Customer to meet all your challenges:

REDUCE COSTS
-300 K €

Savings from the reduction of low-value calls

IMPROVE PRODUCTIVITY
-30%

Average time spent on call evaluation

INCREASE SALES
+1.5 MLN €.

of additional sales after 18 months of use

TEAMING UP WITH AI
25 X

More call quality and compliance assessments (ISO 9001)

01

Analyze the reasons for calls

  • Map recurring topics, questions and problems thanks to in-depth analysis of the voice of the customer
  • Easily select relevant calls using filters customized to your CRC organization
  • ‍Simplify your listening with speech recognition tailored to your industry
  • ‍Findand share the information you need quickly with our intelligent search engine
02

A lasting remedy for dissatisfaction

  • Quantify and qualify the intensity of irritants for each customer thanks to advanced acoustic and semantic analysis
  • Reduce the number of repeat calls by identifying and resolving recurring problems at the first point of contact (First Contact Resolution).
  • Create new offers tailored to your customers' unmet needs
  • Improve your services and processes by understanding the emotions expressed by your customers
03

Manage your action plans effectively

  • Prioritize your actions according to your customers' needs and feedback
  • Measure the impact of your initiatives to motivate your teams and continuously improve your service.
  • Track your customer relationship management indicators with detailed, customized reports
04

Respond to unexpected situations

  • Be instantly alerted to major anomalies or high-risk calls
  • Define and prioritize corrective actions based on data
Discover Batvoice in action

Find out how the PVCP Group has benefited from the Voice of the Customer.

Pierre & Vacances Center Parc case study

Access our product demo:

Ready to turn your calls into growth opportunities?

Don't let a single telephone conversation go by without making the most of it. Request a personalized demonstration of our Speech Analytics solution today and discover how you can fully exploit the potential of your customer interactions.

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Testimonials

Our customers say it best

1 point of conversion, when you estimate that we are at 30% of conversion on average, that we make 200 million [of sales by telephone per year], if you add 1 point, you do the calculation, we are talking about many millions of euros and this is very concrete.
Grégory Sion Managing Director, Sales, Innovation, Digital
Pierre & Vacances Center Parcs Group
We have reduced the rate of painpoints per call by 19%, mechanically we have also reduced the number of calls by 17%. Overall, on my scale, this represents savings of €300,000.

This has enabled us to gain 1 conversion point, i.e. €1.5 million.
Eric Poueys Customer Relations Director Europe
Pierre & Vacances Center Parcs Group
It is simple, modern and effective. The dashboard is very intuitive, helps to make an initial analysis, to exploit the results, to make observations and then to set up and track actions.

The solution's minimalist design makes the tool pleasant to use and extremely effective.

Pero Almeida Quality Training Coordinator
Armatis LC
My area, that of customer management and the customer experience, has been identified as a strategic area for the future, with the Customer Voice that we have managed to make visible with this type of approach and this type of tool.
Eric Poueys Director of Customer Relations Europe
Pierre & Vacances Center Parcs Group
Discover Batvoice in action

How to test Batvoice AI?

The team responds to your account creation requests live from the chat, or by your preferred means of contact.

What technical efforts are required?

Batvoice AI is compatible with all telephony solutions used in call centres. We will need access credentials to your recording platform. The solution is compatible with all protocols (API, SFTP, etc.).

What results can we expect?

The thousands of hours of feedback enabled by Speech Analytics, multiplied by each customer, opens up a wide range of high value benefits to our customers: increased sales, conversion rates,upsell and cross-sell, prediction of customer ch urn and reduction of churn, improved customer experience and customer satisfaction, quality assurance and call compliance Depending on your role and objectives, you can help your supervisors and evaluators improve your quality processes with automated Quality Monitoring or improve your customer knowledge with Voice of the Customer.

What efforts by business teams are required?

Batvoice first gets in touch with your account administrator and helps you set up your users' accounts, then offers you a roadmap with two workshops, before giving you access to your new knowledge base of best practices, methods and tools to succeed in your Speech Analytics project. Your teams master the tools and are operational within a few weeks thanks to the dedicated training content of our Batvoice Academy.

Auto QM © Quality Monitoring users notice the time and efficiency gains from the first minutes of use. Batvoice adapts to your quality processes and allows you to easily migrate your internal grids, evaluations and user accounts.

Voice of the Customer users have key information on customer expectations to launch actions and monitor their impact. A strong involvement of the teams around the continuous improvement of the brand and image, the organisation and the processes is necessary to get the full benefits.

What is this technology?

Batvoice AI is based on technologies developed 100% in-house by our R&D department: speech-to-text recognition, natural language processing, affective & social signal processing, predictive analysis. This in-house development is in line with our vision of responsible and ethical AI and the growing importance of data sovereignty, values shared with the VoiceLab, of which Batvoice is a co-founding member.

Is it GDPR compliant?

Yes:
- Your information message at the beginning of the call to your customers remains unchanged: "this call may be recorded for quality and training purposes."
- Batvoice automatically anonymises the personal data contained in the audio of the calls and in their transcription.
- The solution is available either in the "Cloud" or "On premise".
- Cloud data is processed in the European Union in accordance with GDPR policy.

FAQ

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Batvoice 2020
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