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Get the Most out of Speech Analytics

Barry KnackDirector of Education

First, A Little Background

• Speech analytics engines: LVCSR, Phonetic, DPR

• A little planning goes a long way• What are you going to do with the data?

Find out why people are callingKey #1

Knowing why people call

• Identify categories• Reporting to get to the root cause• Evaluate calls by reason

Coaching for short and long term agent performance

Key #2

Agent performance gains

• Immediate• Short• Medium• Long

Improve Average Handle Time (AHT) for better customer interactions

Key #3

Improving AHT

• Identify and analyze calls with high AHT• Identify phrases associated with potentially

higher AHT• Spotlight best practices from agents with ideal

AHT

Actions to better manage First Call Resolution (FCR)

Key #4

Managing FCR

• Identify recurrent call markers• Use available reporting tools to drill down into

root cause• Tap into best practices of those agents with

high FRC

Steps to ensure customer satisfactionKey #5

CSAT

• Use complimentary data points (QA scores, Survey results, CRM results, etc.)

• Identify true picture of quality• Review tagged calls for best course of action

Simple tips to increase cross-sell and up-sell

Key #6

Additional Selling Opportunities

• Scan for buying signs• Did they miss that opportunity?• Variations in campaign reactions

Ways to avoid compliance violations and fines

Key #7

Staying in Compliance

• Identify verbatim scripting• Non-compliance reporting• Improve processes, test changes, and verify

results of change

Use competitive intelligence to differentiate and increase agent sales success

Key #8

Competitive Intelligence

• Early reactions to new product offerings• Direct marketing campaign results• Competitor pricing and product offerings

Help agents defend against service or product cancellations

Key #9

Cancellations

• Competitor mentions• Customer churn indicators

Thank you!

Questions?

Contact us at: info@uptivity.com