Improving Customer Support and Enhancing Business Performance

Speech analytics is an emerging technology that is increasingly becoming popular in firms dealing with customer support and service. This innovative technology allows companies to extract valuable information from recorded calls using artificial intelligence (AI) and machine learning (ML). The information collected includes keywords or key phrases, customer tone, sentiment, and more. In this article, we will explore speech analytics, how it works, and how rozper Speech Analytics can help your business.

Improve customer support

What Is Speech Analytics?

Speech analytics is the process of analyzing recorded calls using AI and ML to extract valuable customer information. This technology helps organizations assess agent performance, improve customer support, and ultimately enhance corporate strategy. The information collected by speech analytics software differs from one company to another, but the most typical information collected includes keywords or key phrases, customer tone, sentiment, and more.

Speech analytics software allows organizations to gain insights into customer behavior and understand their needs better. It also helps identify customer pain points, trends, and patterns. These insights can be used to improve customer support and service, develop better marketing strategies, and increase customer loyalty.

 

How Does Speech Analytics Work?

How Does Speech Analytics Work

Speech analytics is a series of processes that analyze call recordings and provide valuable information about customers as well as agents. The method starts with extracting conversation from the system. Then, metadata from the recording, such as the agent who handled the call, client details, the customer issue, date and time, and so on, are segregated.

Later, the call recording is converted to text or transcript, and audio signals such as agitation and silence are removed from the transcript to create a consistent structure. Finally, the speech analytics software analyzes the data and delivers rich insights such as the most frequently used keywords or key phrases, customer tone and sentiments, and more.

This technology is commonly used by firms dealing with customer support and service. Speech analytics can help organizations assess agent performance, improve customer support and service, and ultimately enhance corporate strategy.

How Does Speech Analytics Work

How Can Rozper Speech Analytics Help Your Business?

Rozper Speech Analytics is a powerful tool that can help businesses in many ways. Here are some of the key benefits of using Rozper Speech Analytics:

Evaluate 100% Call & Interactions

Rozper Speech Analytics benefits your business in many ways like ensuring 100% call coverage to surface the most important interactions that need coaching attention, like customer objections, compliance gaps, and so on. No call goes “unheard” with Rozper Speech Analytics.

Coach Your Reps
Better

Rozper Speech Analytics automatically filters out the calls that your coaching team should listen to, thus resulting in faster & to the point feedback. You can also run comparative analysis to ensure your agents are on the path to improvement.

Bulk SMS Service

Evaluate More in Lesser
Time

Evaluate a 30 mins call in just a few minutes. Scan through the critical call moments, listen to them with a single click & record feedback then and there. Your quality analysts can focus more on coaching impact than on randomly flipping through the calls.

Onboard New Agents
Faster

Make your new agents learn from the best of your calls with rozper Speech Analytics. They can also listen to their own calls to understand their gaps, without the active involvement of a trainer.

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