Speech analytics - assistant in telephone sales

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Content
How does speech analytics work?
Automatic tagging
Case 1. Conversion to sales is 7% higher
Case 2. Average check increased by 10%
Case 3. Compliance with standards does not necessarily mean increased sales
How to monitor the work of a call center? Today, different companies find different solutions. It is clear that even the most diligent operator cannot soberly assess their own achievements and mistakes; a separate person is needed. Some outsource such surveillance, while others employ such a controller. Sometimes, teba whatsapp number south africa wiretapping of recorded conversations is the responsibility of the head of the call center or sales department. It is clear that the manager’s time is especially valuable and such work is unlikely to become a priority task for him. As a result, only an insignificant percentage of the total number of calls passes through control wiretapping. In the case of a separate specialist, the situation is also not much better - it is impossible to listen to all calls, and it is far from certain that selective monitoring will affect exactly those conversations that should be paid attention to.

Who suffers as a result? As always, it is the business that suffers. The call center does not realize its full potential, leads are missed, cold sales attempts fail. And no one records what the reason is and where exactly the operator is not working.

Technology that can solve this problem already exists. It is one of the capabilities of the UIS virtual PBX . We are talking about a speech analytics service that produces a text transcript of any conversation. With this service you will be able to:

improve the efficiency of the call center;
improve customer service;
identify growth points for business;
increase conversion from inquiries to sales.
How does speech analytics work?
This is artificial intelligence that converts a WAV file of a conversation into text and identifies the necessary components in the resulting text based on keywords. The transcribed conversations are classified by the topic of the request, the type of customer objection, the customer's problem, the product/service the customer was interested in, and any other parameters.

Speech analytics will provide information on which conversations contain a problem and, accordingly, need to be listened to. The service will report on whether employees comply with checklists and how politely they communicate with clients. You will receive not only negative, but also positive examples of conversations - material that can be used to train lagging operators. It will be possible to compare how the employee's level of competence has changed before and after training. Speech analytics will also provide an understanding of how effective the checklist is and whether it needs to be adjusted.

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Automatic tagging
The user sets keywords, and the system automatically assigns the necessary labels to calls, for example, by the subject of the request and successful/unsuccessful deal. For many areas of business, we have pre-configured keywords.

Once a certain number of calls have accumulated, the SmartTag system will be able to set tags itself based on data from previously recorded conversations. This is very useful when it is necessary to evaluate a conversation based on abstract parameters - a conflict or an incompetent response from the operator.

Case 1. Conversion to sales is 7% higher
An insurance company had a problem with the conversion of one of the services into sales. To improve the situation, an automatic search for words by the most frequent objections was set up in addition to checklists. The most noticeable objection was "The price is too high!", and in most cases the client did not compare the price with the prices of competitors. We decided to check how to reduce the impact of this objection on sales. We developed several chants for operators, tested them and, as a result, chose the one that informed the buyer what the price is made up of and immediately explained how the service of this company is better than the corresponding service of competitors.

This approach to working with this type of objection allowed us to increase the overall conversion into sales by 7% compared to the period when the situation was unmanageable.