This morning I held a presentation about speech analytics and a few reflections stuck to my mind which has inspired this blog post. It was clear that a big interest among the participants were how speech analytics can be used to improve your coaching ability. To find the agents that really needs your help and give them the support they need.
You already have the ability to barge in or co-listen to your agent’s conversations but neither one of these are really that good coaching tools. It will affect your agent’s confidence if they know that you are listening and judging everything they say. With the help of both Speech Analytics and our Feedback module Eviexa you can both give them the space they need to do their job and still know how they are doing.
The main purpose of Eviexa is to gather customer feedback. This means that you can gather direct feedback about your agents depending on what kind of questions you ask. In the platform you will be able to see reports that displays both the results of surveys. You can also see how satisfied the customers (who answered the survey) was with their agent.
This technology will help you dig deeper into how calls are going. While a survey asks the customer about their opinion the response rate is usually not that good. Somewhere between 10-20% can be expected. The good thing with speech analytics is that you are more in control over how much data you gather. You don’t have to gather data from every single call. Maybe you already know what hours of the day you receive most of your calls? Then you can limit it to those hours. The important thing is that it’s up to you.
They most important thing to speech analytics is the quality of the sound on the recording. After you have the recording transcribed then you can do almost anything with analyzing the text. You know better than anyone what your organization sees as important and the first step is always to set clear goals for the process. If you need something then we can almost always make it happen.
Eviexa + Speech Analytics + Insight = High value coaching material
We can export data from Eviexa and Speech Analytics data already land in our analytics module Insight. In Insight we today have a simple display of the data extracted from calls. I know though that we can do so much more. If we combine data from Eviexa with data from calls then we have everything we need to deliver a truly valuable Agent report. That report is everything you will need to coach your team. Read this blog post to get more ideas about how you can help your agent
The good thing is that this coaching setup is pretty flexible. All you need is a high quality recording of a conversation and surveys that gather customer feedback. This is something that you can arrange in our CEC solution for both a customer service, telemarketing and customer meetings.
Are you intrigued by the idea of this setup? Send and email to me or our sales team and we can inform you further. Not many companies have the ability to get such a clear picture of how their agents are doing, do you want beat your competition in this department? Contact our sales team to have implemented!