Speech Analytics For Call Centres
Monitor, analyse and assess interactions to increase productivity, quality assurance and compliance.
What is Speech Analytics?
Speech analytics is an advanced tool that uses artificial intelligence (AI) and natural language processing (NLP) to automatically transcribe, analyse, and interpret voice data from call centre interactions. It transforms every conversation into practical insights, allowing you to understand your customers better, fine-tune agent performance, and streamline your business processes.
Industries We Serve
Retail & E-Commerce: Increase customer engagement and loyalty by analysing inquiries, complaints, and feedback.
Telecommunications: Improve call centre operations by identifying pain points, streamlining processes, and reducing churn.
Healthcare: Guarantee patient satisfaction and maintain regulatory compliance by analysing every patient interaction.
Utilities: Lower operational costs, and uncover opportunities for better customer support in energy and utility services.
Why Should You Use a Speech Analytics Tool?
A speech analytics tool is a game-changer for businesses wanting to improve customer interactions. Analysing conversations in real-time, allows for a more personalised approach, helping agents better understand customer needs while reducing manual workload. This technology also helps businesses meet customer expectations while also unlocking new opportunities for agents to increase sales and drive revenue. More than just a tool, speech analytics is a strategic investment that helps businesses maintain a competitive edge.
Benefits of Speech Analytics
Increase Compliance
It is impossible to listen to 100% of calls in a call centre for compliance, quality and best practice without the aid of speech analytics. MaxContact’s Speech Analytics will monitor 100% of interactions
Promote Performance
With 100% of interactions being monitored and able to be checked for cross–selling opportunities, objections and best practices for closing calls, the performance benefits are endless.
Trend Analysis
Explore historical reporting to improve understanding of what is causing interaction volumes and what is holding the contact centre back from hitting KPIs and SLAs.
Affordable Business Solutions
MaxContact’s Speech Analytics software is available at an affordable monthly cost, meaning your business can increase customer experience, compliance and agent performance without breaking the bank.
Frequently asked questions
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Speech analytics is an advanced technology that transcribes and analyses customer conversations in real-time or post-call. Using artificial intelligence (AI) and natural language processing (NLP), it extracts insights from voice interactions, helping businesses improve customer service, monitor compliance, and improve agent performance.
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Yes, speech analytics automatically flags conversations that include regulatory keywords or phrases, helping call centres ensure compliance with industry standards. It also detects potential risks, such as fraud or policy violations, reducing legal and financial liabilities.
- Collect Data
- Identify Metrics
- Segment Data
- Root Cause Analysis
- Sentiment Analysis
- Text Analytics
- Monitor Trends & Analyze data over time for variations
- Iterate and Improve
- Feedback Loop - Collaborate with operations for implementation. -
Yes, depending on the solution, speech analytics can analyse calls in real-time or post-call. Real-time analytics allow supervisors to provide instant feedback and guide agents during live interactions, while post-call analysis helps with performance reviews and trend identification.
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By identifying customer needs, sentiment, and buying signals, speech analytics allows agents to personalise their approach, suggest relevant products or services, and improve conversion rates. It also highlights successful sales techniques that can be replicated across the team.
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No, most speech analytics solutions are designed for easy integration with existing call centre platforms and CRM systems. Our team provides full support to ensure a seamless setup and implementation process.
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Absolutely! Speech analytics is beneficial across various industries, including retail, e-commerce, financial services, healthcare, telecommunications, and utilities. Any business that relies on customer interactions can leverage this technology for better service and operational efficiency.
Other Solutions Available
Check out what other solutions are available within MaxContact and how they can help grow your business.