Voice of the customer analysis in the contact center

Unlock the potential of your voice data to drive your growth.

Each call presents an opportunity to deepen your understanding of the customer. Discover how Voice of the Customer (VoC) analytics can transform your interactions into powerful drivers of conversion, loyalty, and customer satisfaction.

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LEADING CUSTOMER RELATIONSHIP CENTERS TRUST US

Logo Pierre & VacancesLogo Center ParcsLogo TeleperformanceLogo Armatis LCLogo Total Direct EnergieLogo Total Direct Energie

Operating Blindly in Call Centers:
The Costly Error of Unexploited Customer Data

Calls handled haphazardly, where customer needs are lost in a sea of voice data. Recurring complaints remain unresolved, sales opportunities are ignored, and errors are repeated.
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The result? A degraded customer experience, declining loyalty, and untapped sales opportunities. Without the right tools, these challenges become real obstacles to success.
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Discover how Speech Analytics can transform these challenges into tangible successes for your call center.

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

REDUCE COSTS
-300 K €

Savings achieved following the reduction of low value-added calls

IMPROVE PRODUCTIVITY
-30%

Of time spent on call evaluation on average

INCREASE SALES
+1.5 MLN €.

of additional sales after 18 months of use

TEAM UP WITH AI
25 X

More quality and compliance assessments of calls (ISO 9001)

01

Accurately analyze the reasons for calls

  • Map recurring topics, questions and problems through in-depth analysis of the voice of the customer
  • Easily select relevant calls using filters customized to your CRC's organization
  • Simplify your listening with speech recognition adapted to your sector of activity
  • ‍Quickly find and share the information you need with our intelligent search engine
02

Address dissatisfaction in a sustainable way

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

Effectively manage your action plans

  • Prioritize your actions based on 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 and personalized reports
04

Respond to unexpected situations

  • Get instant alerts in case of a significant anomaly or at-risk calls
  • Define and prioritize corrective actions based on data
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Discover how the PVCP Group has benefited from the Voice of the Customer

Pierre & Vacances Center Parc case study

Access our product demo:

Ready to transform your calls into growth opportunities?

Don't let a single phone conversation go by without getting the most out of it. Request a personalized demonstration of our Speech Analytics solution now 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
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How to test Batvoice AI?

The team responds to your account creation requests directly from the chat, or through your preferred method of contact.

What technical efforts are required?

Batvoice AI is compatible with all telephony solutions present in call centers. 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 activated by Speech Analytics, multiplied by each customer, opens a wide range of high value-added benefits to our customers: increase in sales, conversion rates, upsell and cross-sell, prediction of customer churn risks and reduction of churn, improvement of customer experience and customer satisfaction, assurance of call quality and compliance. Depending on your role and objectives, you can help your supervisors and evaluators improve your quality processes using Automated Quality Monitoring or improve your customer knowledge through the Voice of the Customer.

What efforts by business teams are required?

Batvoice first contacts your account administrator and helps you configure 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 make your Speech Analytics project a success. Your teams master the tools and are operational in a few weeks thanks to the dedicated training content of our Batvoice Academy.

Users of Auto QM © Quality Monitoring see the gains in time and efficiency 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.

Users of the Voice of the Customer have key information on customer expectations to launch actions and monitor their impact. Strong team involvement around the continuous improvement of the brand and brand image, the organization and processes is necessary to reap all the benefits.

What is this technology?

Batvoice AI is based on technologies developed 100% internally by our R&D department: speech recognition (speech-to-text), natural language processing, affective & social signal processing, predictive analysis. This in-house development is part of our vision of responsible and ethical AI as well as 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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