Increasingly, call centre outsourcers are turning to technologies like speech analytics to drive value in their contact centres through revenue generation and improving the quality of their services. The growth in this historically recession-proof sector has increased competition, making it important for an outsourcer to stand out from the crowd. Using analytics to demonstrate industry sector knowledge Research (from the CBI Market Information Database) shows that call centres that offer industry-specific expertise are at a particular advantage at this time and speech analytics can be successfully applied across a multitude of industries to provide valuable business intelligence. Analytics can extract and analyse 100% of customer-agent conversations and return a wealth of valuable data, putting clients directly in touch with the voice of the customer. The potential importance of this to a client can be leveraged as part of the bid and tendering process, allowing the outsourcer to demonstrate their commitment to a client’s industry and the transformation of the business from the very beginning of the relationship. Winning new or renewing client outsourcing contracts with analytics Once a contract is won, speech analytics is a source of insight that can be quickly fed back to agents and call centre managers in order to cement their understanding of the client’s needs and start demonstrating value early on. If a client is looking for the outsourcer to have a transformational impact on their business and customer relations, speech analytics is well suited to this; it helps drill down to the root causes of common call centre issues and makes important data quickly and freely accessible to the client. The transparency, effectiveness and trust demonstrated by an outsourcer armed with speech analytics is also highly likely to lead to repeat business when contract renewals are being considered. Improving quality monitoring success with speech analytics Outsourcers can also use analytics to improve their own operations and be as cost-effective as possible. Quality monitoring that is supplemented by speech analytics is not only more efficient but significantly more successful in its impact on agent performance. By taking measures from 100% of calls and using agent-level data, it’s possible to single out agents who perform well or need specific coaching, leading to long-term performance improvement. It also dramatically reduces time spent on lengthy call listening exercises which cover a highly unrepresentative number of calls, allowing QA staff time to examine and focus on the real problem areas for a call centre. This approach may even allow for reallocation of resource and thus the opportunity for an outsourcer to offer their clients more value for their money. Outsourcing is a good fit for speech analytics technology engagements; it provides benefits throughout the call centre process, offering revenue generation and the ability to compete for clients at a level above other outsourcers. It also helps develop both the agent and customer experience, giving you a great service that can be taken back to a client and win you contracts time and again. If you want to find out more about how speech analytics for outsourcers can help your operation contact Business Systems now. Written by: Business Systems UK
Blog 28 August, 2025 What is Conversational AI? A Beginner’s Guide to Smarter CX In today’s fast-paced digital landscape, businesses are under increasing pressure to deliver seamless and efficient customer experiences (CX). Customers expect quick responses, personalised interactions, and 24/7 availability. This is where Conversational AI comes in. By leveraging artificial intelligence (AI) and natural language processing (NLP), Conversational AI enhances customer service, automates interactions, and significantly improves operational
Blog 23 July, 2025 Mike Wardell Appointed Executive Chairman We are pleased to announce that Mike Wardell, former CEO of Business Systems Ltd, has transitioned to the role of Executive Chairman of both Business Systems and Wordwatch. This strategic move marks a significant milestone for both brands as they continue to strengthen their market-leading positions in customer contact solutions and communications governance and archiving.
Blog 16 July, 2025 Unlocking the Power of Conversation: How Interaction Analytics Is Reshaping Contact Centre Workforce Planning Contact centres are no longer just cost centres – they’re goldmines of actionable insight. And in 2025, forward-thinking customer contact leaders are discovering that the most untapped resource in their operations isn’t in headcount or tech—it’s the conversations they’re already having. Welcome to the era of interaction analytics. With the power to transform how you
Blog 8 July, 2025 From Hype to Impact: AI Strategies for Maximum ROI AI is revolutionising customer contact – but for many contact centres, the results aren’t matching the promise. Despite a surge in experimentation, too many organisations find themselves in “pilot paralysis”: high on potential, low on return. Contact centres need to adopt AI, but many are hitting the same wall: inconsistent ROI. Why? Because not all
Blog 3 June, 2025 Why Workforce Engagement is Key to Retaining Contact Centre Agents Call of Duty: Why Engaged Agents Stay in Contact Centres One repeat challenge our consultants see when we partner with new organisations is Agent retention. With increasing customer expectations, hybrid working models, and AI-driven efficiencies reshaping the contact centre industry, there is always an ongoing pressure for organisations to keep agents engaged and motivated in
Blog 15 May, 2025 How OpenAI’s o3 and o4 Mini Models are a major step forward in Conversational AI for Contact Centres The release of OpenAI’s latest large language models – o3 and o4 mini – represents a major step forward in the evolution of enterprise-grade AI for customer service. These new models are purpose-built to handle complexity, improve reasoning, and scale automation without compromising control or compliance. For contact centres looking to enhance customer experiences and
Blog 1 April, 2025 AI Agents in Contact Centres: Are You Ready for the Future? The Future of Customer Service is Here The contact centre industry is undergoing a significant transformation. Rising customer expectations, increasing operational costs, and workforce shortages are putting immense pressure on businesses to deliver seamless customer experiences while maintaining profitability. The companies that embrace AI agents today are the industry leaders of tomorrow – those that
Blog 10 February, 2025 What is Agentic AI and Why Does It Matter to You? Agentic AI is transforming contact centres by enabling systems to act autonomously, adapt to new situations, and proactively achieve goals – much like a human agent. But how does it differ from traditional automation, and why should contact centre leaders take notice? What is Agentic AI? Unlike rule-based automation, Agentic AI makes independent decisions, learns