Voice analytics data is an increasingly valuable asset to organizations in just about every industry. A tool for promoting better business intelligence, it’s a resource that consistently delivers game-changing insights, leading to vast and positive changes. In fact, the voice analytics market is projected to be worth an astounding USD $1.64 billion by the year 2025.
As companies in sectors from healthcare to technology continue to grow and mold their strategies for customer experience, voice data is quickly proving itself to be a key asset. For call centers, in particular, access to this kind of information is shaping how customers are being heard, understood, and interacted with. In an era where customer experience is a true competitive differentiator, now is the time to really dive into how voice analytics is changing the game.
So, how exactly does voice analytics data help to improve the customer experience overall? Here are just a few of many ways:
1. Data Mining
Understanding what your customer’s pain points and positives are is the best place to begin when trying to boost up your customer experience. Analyzing voice data from customer calls is the most real-time, direct path toward gaining this understanding. Taking the time to review call transcriptions and run the recorded audio through a speech recognition engine leaves you with an amazing amount of data that can be poured into. With this voice data available, you can locate frequently asked questions and identify other gaps of knowledge that can help you improve customer experience over time. Speech analytics can also help you find any trends in dissatisfaction and negative language to more easily mitigate and reduce issues.
2. Routing Calls
Cutting down on the time customers spend talking with your company or call center is paramount to improving customer experience. After all, no one likes to be held on the phone for too long. The same types of voice analytics data from customer calls can be used to help intelligently route them to the correct location, department, or agent. By first identifying and understanding where customers are coming from, what caused them to call, etc., you can set up logic within your CRM to instantly send the customer where they need to go via phone.
3. Marketing Campaigns
Getting a firm handle on your key customer demographics is directly tied to how you can improve customer satisfaction. The main idea is this: understand your customers and you can build better marketing campaigns to target similar audiences. Collecting and analyzing voice data from customer calls can be used to effectively track these demographics and make adjustments to marketing efforts – even the product line – in order to evolve and fall more in line with what these consumer demographics expect.
4. Quality Management
Call center agents and support staff are the true front lines of your entire customer happiness, satisfaction, and experience ratings; this fact makes it all the more important to manage the quality of agent performance. Using voice analytics data from your customer calls enables you to track and measure how your agents are doing, so you can make any changes that might need to be done. Analyzing the performance of your agents and representatives is one of the best, most direct ways to improve the customer experience.
With high-quality voice data on-hand, businesses and call centers are better able to make informed business decisions, improve customer experience and satisfaction, and ultimately become more successful long-term. At TranscribeMe, our Automated Speech Recognition (ASR) uses state-of-the-art technologies and expertise to provide your business with the best-automated transcriptions out there. With abilities to customize the ASR engine to fit any requirement, we’re able to provide the industry’s most accurate voice-to-text accuracy, so you can start analyzing the data and improving your customer experience faster.
Ready to see how voice analytics data can change your business or call center for the better? Please reach out to our team.