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5 Ways to Use Speech Analytics

8 min read
Author Triana Atallah
Date Jan 15, 2015
Category The Inner Circle Guide


ContactBabel recently published the ‘The Inner Circle Guide to Customer Contact Analytics’ which was sponsored by Business Systems. For those with a hectic schedule, we created a short series of blogs covering some of the main points highlighting the latest insights on speech analytics covered in the guide. Please find the first in the series below.


There are two obvious ways to approach the adoption of speech analytics in any organisation. The first is where you have specific problems or known issues you want to resolve, whilst the second focuses on taking a more strategic approach, working towards a long-term goal such as gathering competitive intelligence or better understanding the customer journey.
Regardless of this, it can be hugely flexible in addressing various business issues. Here are just 5 uses of speech analytics technology we have cherry picked from the guide for you to think about.

1. Improving the Quality Monitoring process

With a speech analytics solution you can make more sense of the millions of interactions taking place in your organisation. With 100% of calls being monitored across 100% of agents, identifying data such as call outcomes, sales success rates as well as other metrics means the most successful behaviours can be isolated and shared across agent groups. Additionally, speech analytics will ensure the training and coaching received by new agents is far more effective and targeted, fast-tracking agents to a level of proficiency reducing attrition and improving quality.

2. Customer journey optimisation

Analysing the efficiency and effectiveness of each stage of your customer’s journey allows you to understand where customers make their choice, where they drop out and where ultimately the profit lies within the numerous processes undergone. Integrating desktop data analytics into speech analytics can support this process, allowing you to tag valuable data automatically to recorded interactions. This allows for more targeted business analysis into key business issues such as customer churn and differences in call handling patterns between employees for example. In addition, it can also provide you with insight into your agent’s desktop performance, encouraging room for improvement and training throughout the customer journey.

3. Customer Intent

Customer contact analytics provides a concrete understanding as to why your customers are calling you. With speech analytics technology you can quickly and accurately catalogue thousands of hours of recordings, categorising different types of calls to help you spot trends and patterns. Listening to these recordings, can help you categorise those calls with regular references to your competitors and their pricing, for example. These calls can be accurately captured, analysed and passed onto marketing or pricing teams for real-life up to date information upon which to base future business decisions on.
Categorisation of customer calls builds an excellent starting point for analysis, allowing businesses to listen to the right calls for detailed and informed insight.

4. Contact centre performance improvements

Among the many uses of speech analytics, being able to identify the reasons as to why calls are being passed on to different agents and customers are being put on hold is extremely useful for uncovering broken processes, lack of training or customers at risk of churn. Another major metric for measuring customer satisfaction, speech analytics can also increase first call resolution by identifying repeat callers through detailed analysis and helping eliminate the root cause of repeat calls. Closely linked with cost and performance, speech analytics can also contribute towards lowering average call handle time. By categorising each call, you can better determine what a reasonable length of conversation may be, whilst also investigating the outstanding anomalies along the way.

5. Interdepartmental improvements

There is huge insight and untapped potential for knowledge held within a business’s operation and its agents. This insight goes well beyond those on the front line and extends towards giving those departments such as marketing, delivery, and billing who play a strong role in your customer’s journey and experience, access to the golden data which speech analytics can uncover. For example, tracking customer comments and outcomes after a big marketing campaign can identify if messages were incorrectly understood and altered quickly before the contact centre becomes swamped with calls about the issue.

So there you have it. Cherry picked just for you- 5 applications of speech analytics technology. It’s not over just yet- join us in the next series of our blog, where we’ll be telling you all about building a business case for this technology in your organisation– don’t miss it.
Download the full ‘Inner Circle Guide to Contact Centre Analytics’ here >