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Speech Analytics - the Well-Designed Paybacks of Speech Analytics

By Nattie Smith Subscribe to RSS | March 14th 2012 | Views:
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Speech analytics is a great concept in the call centers that has been helping these organizations to raise the level of service and bringing better performance in the long run and profit return. The role of the contact centers have become so powerful that the businesses if this century is all dependent on the skills of the professionals who have been handling the corporate communications in a proficient manner. The agents are always pivotal in handling the call volumes but the performance is all monitored and analyzed by the speech analytics to a great level. Therefore, to justify the deliverance of the results in the customer call centers in India with a special attention to the advantages of structural speech analytics.

There are three primary fields that are always benefiting the call centers in delivering its full functionality.

Marketing – It helps in directing and measuring in extracting extract the most out of your marketing investment.

Customer Services – It elaborates why customers are acting in a special manner and analyze the reasons for which the same is happening. It will help in improving the internal process of customer care activities and further assist in the overall development process of the customer team development.

Operations – The clear picture of the speech analytics will improve the operational areas by analyzing key issues required to tune the internal processes.

Speech analytics is practiced in almost all the contact centers that believe in monitoring their growth and the customer management. But the necessity of this tool is always rewarding for the marketing managers as well. The information that is extracted from a telephonic conversation is much more relevant rater that having a relevant research on the same topic. This will help the managers to structure a better strategy for the next marketing campaign. The customer behavior process can be easily detected and how do they feel about their service/product. They can also take the opinions and add some features that can probably boost the sales at the same time.

In addition, the customer services manager are also rewarded with the analytics report for why the customers calls repeatedly on the same issue. This can make them alert and figure out urgent remedies to completely eradicate the flood of complaints. For example, a chat support service in a call center is rapidly used when the customer is irritated by speaking to the agents for the same issue. Therefore, to remove these permanently from the business processes, the urgent remedy is always appreciated and this is all done with the speech analytics.

In addition, it is a great help for the operations manager to drive workforce optimization and improve first-time call resolution.

There are thousands of inbound call center in India that can beat their business complexities and boost customer satisfaction figures. Last but not the least the improvement through this tool drives Quality Monitoring to new levels. We can simply say it is like a silent platform that is reflecting the activities of every customer and calling agents.

Nattie Smith - About Author:
Nattie smith has been working with and providing information for the Call Center Outsourcing for http://www.callcenterinindia.net . Call Centers India is an International Call Center BPO and is committed to provide 100 percent Call Center Customer Satisfaction and cost effective Inbound Call Center Services,

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