Speech Analytics
Move beyond manual monitoring. Identify systemic issues in products and marketing that cause 60% of customer complaints, while ensuring 100% agent compliance and script adherence.
Only 20-25% of complaints are caused by low qualification of operators (ignorance and non-observance of procedures, knowledge gaps, incorrect behavior)
The 15-20% of complaints are caused by the complexity of the clients themselves – unrealistic expectations or client errors
And the biggest cause of complaints is problems within the company itself, 55-65% of complaints are caused by shortcomings in products / services, marketing policies, billing errors and heavy business processes
In order to understand the reason for the complaints, somehow it is necessary to conduct an analysis of telephone conversations, which is a non-trivial and difficult task: for the 100 operators need 100 more quality controllers to listen to conversations and analyze them.
The 80% of quality controller efforts focuses on agent problems (behavior, competencies), but not on problems in the company
82% of companies listen to no more than 10 calls per agent per month
It is not possible to identify trends and systematic problems in the topics of interest by hand, as this requires a full analysis of all telephone conversations
SmartNova actively implements the speech analytics solutions that are able to automate quality control and provide a 100% overview of all telephone conversations. After recording of the phone call, phonetic and semantic recognition is activated to provides the complete transcription output to text, and puts calls into categories (“complaint”, “promise of payment”, “problems with the personal cabinet”, etc.).
The analytics of calls can also include the separation of conversations on topics, emotional characteristics, silence, etc.
We utilize Large Vocabulary Conversational Speech Recognition to convert 100% of recorded interactions into searchable text. This technology performs deep indexing of every word and phrase, allowing you to run retrospective analytics and discover business insights without the need for pre-defined keywords.
This approach analyzes sets of phonemes (the smallest units of sound) rather than full words. It allows for ultra-fast and accurate identification of specific "trigger words" even in noisy environments or with varying accents. You can instantly track mentions of competitors, specific products, or script violations.
By applying advanced statistical models—such as bigrams and trigrams—we analyze the relationship between words to understand context. This layer goes beyond simple recognition to detect emotional markers, identify the root causes of long silences, and automatically categorize calls into complex buckets like "Payment Promise" or "Systemic Error."
The second approach is more difficult, because it requires a lot of computing resources and professional consulting, so it makes sense to use in projects where there are at least 100 operators. The first method is suitable even for small contact centers and it does not require significant financial investments and gives quick results.
SmartNova voffers solutions with both methods: in each case it make sense to offer one or another method of the analysis for certain purpose.
“Comprehensive Interaction Analysis: Identifying Operational Friction and Reinforcing Success Drivers.”
Customer Complaints
Silence
Customer thankfulness
Consent in sales
Long calls
Repeated calls
Compliance with the script
Promise of payment
Holds, Transfers
Rudeness, irritation
Customer focused agents
The increasing the payment promise from 6 to 15%, through the using of effective phrases
Reducing of silence by 33%
Reducing abandoned calls by 4%, etc
The opportunities of speech analytics are not limited only to telephone calls. Nowadays technology allows to analyze audio taken from any source. To do that it is necessary to have a highly sensitive microphone in the office, or sale point (branch office), to record the conversations between employees and customers. Further, audio is processed by algorithms similar to the analysis of telephone calls. At the output company have the opportunity to control the quality of service “on the ground”, which is a fairly powerful quality control tool in comparison with a callback or a “secret buyer”.
Such using of speech analytics has certain limitations in comparison with telephone calls – a noisy environment and the inability to separate the client audio and employee, but nevertheless is successfully used in many areas – from bank branches to network pharmacies.
SmartNova has many years of experience implementing complex systems using speech recognition and speech synthesis technologies, and their integration with the customers information systems.
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