How quickly things can change. What was once a staple of customer experience metrics is fast becoming a dinosaur. Contact centers today are realizing that stored recordings are like looking for a needle in a haystack and that they quickly lose their relevance after 24 hours.
Post call surveys have recently been used as a more accurate measure of the state of mind of the caller as they are offered an option to participate in a live or self-service survey just after they complete their transaction. The only challenge with this is that this is a post call event. If there was a problem on that call it is already over and done with. Maybe you’ll capture that caller feedback in the survey or maybe you won’t.
What if you could sit on all of your calls and listen to both sides of the conversation? It would only take about a billion supervisors but could you imagine all the great opportunities you’d have to jump in and save a call that’s taking a dive or immediately congratulate an agent who has done an exceptional job?
I’ve recently become aware of some new technology that will allow you to automate the listening on both sides of the call (agent and customer) without you having to tap into every call. You simply set up the system to listen for a set of words or phrases and the systems will listen to all your calls. It will even provide a score for every call and store it like recording systems have done for ages. What’s different is that if the real-time score takes a dive your supervisors are alerted as the call is in progress. I mean right now!
Let’s welcome real-time voice analytics to the world of customer satisfaction. With this immediate access to the state of the call, supervisors, trainers or managers can decide if they need to intervene to steer a call in another direction. Agents can also rest assured that you have their backs in the “he said – she said” world of customer service.
No more waiting until the “ship has sailed.” Immediate action can be taken in making the customer experience outcomes a positive one on every call.
Here are a couple of paths you can take to learn more about real-time speech analytics.
DMG Consulting’s site has a report you can download at: http://www.dmgconsult.com/services/speechreport.asp
Interactive Intelligence interviewed MainTrax a leading independent voice analytics consultancy recently. Here is a link to the white paper that came from those sessions. http://www.inin.com/resources/Documents/Using-Real-Time-Speech-Analytics.pdf