This call may be monitored or recorded for quality or training purposes. We’ve all heard this line; it’s just like when you walk into a store and see a sign saying, Smile, you’re on camera!
Knowing that someone may be listening or watching is an opportunity for both customer and employee to contribute to a smooth interaction. And if that interaction is negative or unproductive in some way, we can use technology to reveal what went wrong.
Like surveillance video, tracked call data is essentially a gift bestowed by your customers. Through their speech and behavior patterns, we can extract valuable insights and build plans for future improvements.
Analyzing for Improvement
Here are three ways you can turn analysis into actions. Learning analytics improves agent competency, speed to proficiency, and knowledge comprehension. Speech analytics capabilities allow quality and workforce optimization, as well as powerful customer insights. And Alorica’s Customer Experience Transformation (CxT) team analyzes customer journey data, identifies the root cause of issues and then uses that information to improve the customer’s experience.
In operations, errors can occur with all the different steps and processes in play. Whether it’s a single call or an entire workflow, whenever something breaks, we must rely on data to determine what happened and teach us how to prevent it from happening again.
People often make mistakes because of confidently held misinformation, or CHM. CHM is a risk because it’s falsely relied upon as if it were true, and confidence influences decisions. Our learning analytics’ Learner Engagement segment finds and fixes CHM that influences agents’ mastery of material.
With a powerful learning analytics platform in place, you can improve knowledge retention and correct misinformation that leads to misjudgments and mistakes. In doing so, you’ll eliminate CHM, measure training effectiveness in real time and gain insight into learner comprehension. By identifying where misinformation is prevalent and where it is systemic, we know exactly where
and what action is needed.
Speech Analytics and Benefits
Speech analytics can be embedded within quality assurance and workforce tools and processes as actionable intelligence, ensuring agent quality, accuracy and performance delivery.
Investing in speech analytics drives a high return and provides insights into processes, product feedback, pricing issues and more. Customer satisfaction goes up when we better understand their needs and behaviors and when their issues are identified and mitigated. And as agents perform better and more accurately, compliance improves and errors decrease.
The primary advantage to speech analytics? Access to previously unsearchable, unstructured call data, leading to actionable intelligence and a higher quality experience for both agent and customer.
Alorica’s Speech Analytics Capabilities
Alorica offers core speech analytics capabilities including quality assurance, call compliance and agent analytics. And with advanced speech analytics, we provide deeper customer insights into trends, behavior patterns and product feedback. We also offer call analytics around call drivers and self-service optimization.
- Quality Assurance
- Call Compliance
- Agent Analytics
- Customer Insights
- Call Analytics
Data without intelligence as well as intelligence without action will not drive performance. With speech analytics, data and intelligence allow customer experience engagement experts to
target, quantify and impact the areas of greatest opportunity.
Customer Experience Transformation
Alorica’s Customer Experience Transformation (CxT) team uses powerful data insights to optimize performance. After expertly identifying breakage points in processes that lead to poor customer experiences, our CxT Engagement Consultants use these learnings to recommend people, process and technology improvements—leading to higher consistency across operations.
Fueled by statistical, observational and experiential data, CxT delivers multidimensional insights, driving strategies to reduce client costs and remove customer hurdles.
CxT STRATEGIES FOR IMPROVEMENT
- Customer journey mapping
- Overall support cost reduction
- Channel and workflow optimization
- Contact minute reduction
- Root cause analysis
- Industry best practice sharing
In all human interactions, and especially in the customer service world, we should first focus on genuinely relating. Then, as machines do the heavy lifting of compiling data, it’s up to us to extract value from the findings. From there, we can apply best practices and implement new solutions, leading to more efficient workflows and simplified tasks that will keep agents, customers and clients happy.
Discover how Alorica gets to the bottom of customer issues by leveraging speech and learning analytics tools with our renowned Customer Transformation Experience team. Download the Improving Performance Variability: Track and Analyze eBook now!