Speech Analytics technology for contact centres

Voice and Speech Analytics Technology Suppliers 

Speech analytics (aka Voice Analytics) uses Speech Recognition technology to analyse voice recordings (or live customer calls) for quality assurance purposes or to easily identify trends and patterns across millions of call centre calls.

In addition to identifying commonly used words or phrases, Speech Analytics is now also able to detect emotions and stress in a customer's voice, making it an incredibly powerful tool for improving agent performance and the entire customer experience.

There are lots of benefits for using speech analytics for your business including:

  • Improved customer satisfaction 
  • Great tool for coaching agents 
  • Improved compliance
  • Insight into competitor information

Learn more about the Risks and Benefits of using Speech Analytics on the ACXPA website >

Benefits of using Speech Analytics in a Call Centre

Speech Analytics is a new super-power in contact centres enabling a range of benefits that can help improve any contact centre. These include:

1. Real-Time Monitoring and Feedback

Speech analytics software can analyse calls in real-time, detecting issues as they happen.

This allows supervisors to provide immediate feedback to agents, correcting course and improving service quality on the spot.

Real-time monitoring also enables quick identification of compliance issues, ensuring that agents adhere to regulatory requirements.

2. Identifying Training Needs

Speech analytics analyses patterns and trends in call interactions to pinpoint specific areas where agents may need additional training.

This helps create targeted training programs that address the agents' exact needs, leading to more effective learning and skill development.

3. Enhancing Customer Experience

Speech analytics provides insights into customer sentiment and behaviour by analysing tone, keywords, and speech patterns.

Understanding these nuances allows call centres to tailor their interactions to better meet customer expectations, resulting in higher satisfaction and loyalty.

4. Automating Quality Assurance Processes

Traditional quality assurance methods often involve manually reviewing a small sample of calls, which can be time-consuming and prone to errors.

Speech analytics automates this process, enabling the review of 100% of interactions. This comprehensive analysis ensures that quality assurance processes are thorough and accurate.

Learn more about our outsourced call centre quality assessment service >

5. Detecting and Resolving Issues

Speech analytics can identify recurring issues or complaints mentioned by customers.

By recognising these patterns, businesses can address the root causes of problems, improving overall service quality and reducing the number of repeat issues.

6. Measuring Performance Metrics

Speech analytics tools provide detailed reports on various performance metrics, such as average handle time, first call resolution, and agent performance.

These insights help call centre managers understand where improvements are needed and track progress over time.

7. Ensuring Compliance

Compliance with industry regulations and internal policies is crucial for call centres.

Speech analytics helps ensure that agents follow scripts, adhere to legal requirements, and handle sensitive information appropriately.

This reduces the risk of non-compliance penalties and enhances overall trust.

8. Driving Continuous Improvement

The insights gained from speech analytics enable a continuous improvement cycle.

By regularly reviewing and acting on the data, businesses can make incremental changes that lead to significant improvements in service quality over time.

9. Enhancing Agent Performance

With detailed feedback on their interactions, agents can understand their strengths and areas for improvement.

This self-awareness drives better performance and encourages agents to deliver high-quality service consistently.

Search Voice and Speech Analytics Technology providers

Below, you will find a list of trusted speech analytics providers in Australia, offering advanced solutions to help you leverage the power of speech analytics for quality assurance in your call centre.

These providers offer a range of services tailored to meet the unique needs of your business, ensuring that you can enhance customer interactions, improve agent performance, and maintain the highest standards of quality.