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6 Ways Call Centres Are Utilising Voice Analytics During Covid-19

Covid-19 has created many changes across the world, but none more notable than how we communicate with each other. Conversations between customers and colleagues have almost been completely virtualized and businesses have seen a huge spike in customers contacting call centres.

Contact centres have witnessed a huge strain, especially with high volumes of agents working from home. This is why voice analytics software has proven itself as one of the most valuable tools for managers and their staff throughout this time.

Heightened numbers of customers are choosing a phone call as their preferred method of communication to comply with social distancing guidelines and still gain the service they require.

These phone calls are often more emotional and complex than previously and this is why it is crucial for call centres to implement voice analytics software if they have not already done so.

We look into 6 ways voice analytics software is helping contact centres during these busy times and how it is improving customer service.

1.  Reducing AHT

Average handling time is one of the most crucial metrics to monitor in any call centre and keeping this average as low as possible has a myriad of benefits.

Not only does a shorter phone call mean customers are helped as quickly as possible, but it also relieves stress on call agents by being able to handle large call numbers with more ease.

Shorter calls times means shorter holding times for customers and reduces onboarding costs by alleviating the need for more staff.

Voice analytics software can reduce AHT by detecting the specific needs and wants of a caller, ensuring they are placed through to the correct agent first time and removing the hassle and wait time being transferred between departments.

2.  Provide Self-Service

There will always be occasions when no matter how many agents are employed, there just doesn’t seem to be enough staff to answer phone calls.

Especially during new product launches, regulations and news broadcasts that can cause issues.

Voice analytics can help detect patterns in queries and help managers make tactful decisions about how information can be found elsewhere. This could be anything from marketing emails sent directly to customers’ inboxes, pages on websites with in-depth information or pre-recorded information on phone lines that can be listened to 24/7.

Customers favour this as it reduces the need for a long phone call and this information can be referred to at any point. In-turn, agent demand is reduced as fewer customers feel the need to make these phone calls, allowing the time to be allocated to callers with more complex or urgent needs.

3.  Keep Training Current

Agent training is imperative to a good call centre and every new start will undertake training in one form or another. Throughout their employment, agents should still be trained and learning should always be ongoing.

However, creating new and current training programmes can be an arduous task, especially when managers are looking for real-life scenarios to use.

Filtering through thousands of hours of recorded calls can be counterproductive and lead to a huge waste of time.

However, voice analytics converts these calls into easy-to-read transcripts that can be categorised into the emotion and tone of the call.

Calls with irate, stressed and upset callers can be pulled in an instant and provided as a real example of how to handle these customers and demonstrate how this was handled well (or not so well).

4.  Alert Agents Instantly

Government announcements or new broadcasts can come without warning to organisations and these can lead to high call volumes in an instant, especially now most members of the public have instant notifications on their smart devices for their chosen news provider.

For example, travel providers will often experience an influx of calls when a new country has been added to the quarantine list.

As calls begin to rise, voice analytics can detect these common patterns of words and phrases used and alert management to this. Managers can then make agents aware of these new events and offer advice to help deal with this.

Not only does this prepare agents for what is to come and help to reduce stress, but it means those callers will be speaking with someone who is fully informed on the situation and can provide the best service possible, leading to happier customers, even if their call was related to something negative.

5.  Manage Staff Schedules Correctly

Staff scheduling can be a tricky process, especially if a call centre works in shift patterns. Scheduling the right numbers of staff is crucial to not just coping with high call volumes, but also not wasting costs by overstaffing during quieter periods.

Voice analytics systems can use advanced algorithms to forecast high call volumes so managers can rotate staff in accordingly, mitigating stress on agents and ensuring the highest level of customer satisfaction possible.

6.  Growing With Trends

In this digital age, many people are using other forms of communication, from live web chats, social media and instant messaging.

While call centres will always be needed, it’s important to keep up with new technologies and trends to be able to compete with other brands.

By choosing a voice analytics provider that also uses text analytics, the same insights can be provided regarding customers needs, intentions and emotions, but over multiple platforms. Ensuring the best service, no matter how customers communicate.

With the ‘new normal’ here for the foreseeable future, call centres need to make sure they are keeping on top of every tool available to help agents and customers get the most out of their brand. Voice analytics is one of the ways to safeguard this and keep everyone happy during these strange times.


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