4 Ways Speech Analysis Software Can Help Eradicate Customer Service Complaint Issues

These days, customer experience is the most significant factor in determining a business’s success. While the path to success may change, one thing remains constant: evaluating the customer’s experience is no longer a luxury; it is now a requirement for your company’s continuing existence.

The goal in business is to offer customers the most incredible possible service. However, organizations must balance operational quality with the capacity to make sound financial judgments. That balance—the ability to give outstanding service to your customers while also ensuring that your business is profitable—can be achieved with speech analysis software.

Contact center speech analytics equip teams with what it takes to identify and eradicate common customer service complaints. We outline some of the commonest issues customers have with their contact center experiences and the ways speech analytics help eliminate them.

Common Customer Complaint Issues

How Speech Analysis Software Can Minimize Customer Issues 

1. Improve Average Hold Time (AHT)

AHT is the average duration an agent takes to process a call or transaction from start to finish, including call initiation, hold time, talk time, and any related duties an agent must complete post-call to resolve. By identifying the agents and conversation topics with the longest handling times, speech analytics can enhance this metric.

It also allows firms to delve further to pinpoint the specific factors that lead to prolonged AHT. For example, if AHT increases immediately after a new product is launched, speech analytics can determine if the problem is caused by inadequate product instructions or product quality.

Contact centers can personalize feedback to each agent using speech analytics. They can also provide them access to a feedback site so they can track their progress and self-train on the areas where they need to improve. Routing calls to the correct representative the first time is one of the simplest methods to decrease AHT. Speech analytics can help identify agents who are qualified to address certain situations.

Speech analytics can also aid in the detection of suboptimal routing and other faults in the routing system, allowing them to be corrected swiftly. Building a thorough knowledge base, in addition to call-routing, is another easy method to decrease AHT. Agents can quickly obtain vital information thanks to effective knowledge management, which includes using a knowledge base, reducing AHT even further.

2. Identify and Correct Lapses

One of the helpful features of speech analytics for customer call centers is the ability to improve processes. If agents repeatedly address the same question in a time-consuming manner, a more efficient response may be developed, reducing overall call duration.

Previously, managers had to listen to every call an agent had taken to get an accurate picture of how effective they’ve been in customer service. Speech analytics make it possible to assess agent performance in a much more data-driven approach.

3. Get a Better Understanding of Customer Intent

Contact center speech analytics can identify a customer’s emotions based on their spoken phrases. It is critical to have a basic understanding of consumer behavior in order to enhance service/product quality. After learning about consumer behavior, businesses may get several benefits. To avoid losing clients, agents should address concerns with irritated consumers as soon as possible.

Solve their problems before they spiral out of control and result in unfavorable reviews. Agents can obtain feedback from satisfied consumers to enhance the product/service quality. The ability to outperform in a competitive environment is based on a thorough understanding of consumer behavior.

But how will businesses know what the issue is if speech analytics don’t pick up on specific questions? By determining which queries are the most prevalent and which responses are the most useful, speech analytics might help improve first-call resolution.

4. Identify Trends in Customer Feedback

If multiple customers have the same problem with a product, you may develop a simple solution and use it every time the issue is brought up during a conversation. Speech analytics may also aid in marketing—what are people saying that distinguishes you from your competitors? What are some of the excellent feedback you’ve received from customers? Speech analytics can readily identify these calls, allowing you to make business decisions that will benefit your customer support team.

Many nuggets of knowledge can be found by scanning calls for certain words and having data you can utilize, but this requires speech analytics.