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Author: Agnese Cotardo

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Improving user CX with a Speech Analytics project from Transcom.

In any commercial sector, the customer service phase plays a fundamental role in creating an image of a company in the eyes of the client. But that’s not all! The semantic and linguistic analysis of conversations between clients and customer service representatives also allows important information to be gathered and processed, and action taken to improve the quality of the customer experience.

We’re talking about Speech Analytics software, programmes capable of analysing the “voice of the Client” in dialogues that take place every day with Contact Center agents.

In every conversation, however straightforward, a wide range of factors comes into play (the reason for the call, choice of words, tone of voice, emotional state and so on). With a Speech Analytics tool it is possible to analyse every dialogue to evaluate both its effectiveness and the satisfaction levels of the client based on objective and, most importantly, measurable criteria.

INNOVATION Speech Analytics

Using this tool, it is possible to extrapolate extremely useful information on the customer experience, and hence to improve it while enhancing their loyalty to the product purchased. What’s more, the data obtained can also be aggregated to create a framework of customer needs based on their reasons for calling, meaning that their needs can always be understood and even anticipated.

A few months ago, Transcom launched a project to improve the service offered to the users of an Italian leading telecoms operator, using a Speech Analytics solution. The platform adopted is not only capable of identifying different subjects of conversation, but of understanding the customer sentiment during the dialogue. Using the software, it is possible to collect a vast amount of useful information and ultimately to improve the Customer Experience.

When we launched this project with our client, the first piece of data we analysed was the reason for calling. This kind of information is useful in understanding, for example, on which services customers request additional clarification or complain more about. For each of the different reasons for calling the relevant conversations are analysed, highlighting the indicators of dissatisfaction and measuring the emotional response of customers in the course of the in-call interaction.

Using the data collected, analysed and aggregated by Speech Analytics, it is possible to create a comprehensive overview of the Customer Experience based on 100% of calls. Once they have been processed by the software, the data can be analysed by the Transcom team with the aim of identifying areas for improvement and planning specific interventions (for example in the areas of operations, process, knowledge management, etc…) in order to improve customer satisfaction and call sentiment.

Through the project launched with our Client, we have identified the advantages derived from using our Speech Analytics tool:

  • continuous improvement of the customer relationship;
  • identification of areas for process improvement;
  • improvement of internal processes as a result of performance data collected;
  • identification of best practice;
  • improvement of training and coaching methods.

By combining this solid database of information with expertise in the Customer Experience sector, it is possible to achieve outstanding customer satisfaction results, a goal that drives everything we do at Transcom.

 

Author: Agnese Cotardo

Tags: , , , ,

Improved customer experience and reduced cost through speech analytics

Speech analytics is one of the fastest growing tech segments in the contact center market. This is a technology that delivers rapid insight into a range of improvement opportunities, based on an analysis of a large number of customer conversations. Some of the benefits of speech analytics include an improved understanding of customer behaviors, potential revenue opportunities, as well as positive and negative aspects of service interactions.

Highly effective tools exist to perform this analysis and they are extremely interesting for companies like Transcom who regard customer care as their core business. There are many opportunities to improve customer satisfaction and Net Promoter Scores (NPS) through speech analytics. For example, a search on terms with negative implications can help identify detractors or potential detractors, as well as the reasons for poor customer satisfaction.

INNOVATION image

Gartner, in its report “Getting Value From Speech Analytics in the Contact Center”, describes the most innovative aspects of a speech analytics tool:

  • Emotion detection: monitoring the words used and changes in tone of voice and volume reveals the emotional state of the customer and the operator.
  • Conversation analysis: separating the customer and operator sound tracks makes it possible to perform a detailed analysis of the progress of the conversation. Occurrences like a long pause in the conversation or speaking at the same time are flagged as potential interaction issues. Breaks in the conversation, for example, suggest that action should be taken to improve operator preparation, while speaking at the same time can point to a dissatisfied customer.

Through its LeonarDo 2.0.14 Research, Development and Consulting center and through our collaboration with third-party companies, Transcom can offer speech analytics solutions that allow our clients to:

  • Improve the Customer Experience;
  • Reduce operating costs;
  • Improve service quality;
  • Identify cross-selling and upselling opportunities;
  • Accelerate the generation of new business;
  • Reduce Customer Attrition.