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Speech Analytics Infographic

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Business Systems recently sponsored The Inner Circle Guide to Customer Contact Analytics - a must read guide for any organisation who is looking to invest in a speech analytics solution.

Our Speech analytics infographic highlights some of the stats taken from the guide, outlining what organisations have achieved, following their implementation of the technology.

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Speech Analytics Infographic

  1. 1. C businesssystems Speech analytics can yield huge dividends when implemented correctly. But how are speech analytics being used and what business improvements could you expect? 41"" IIIINVEIISIIIIIS Improved sales conversions Determined that 57% of calls by 41% and collections could be handled through a revenue by 20% by self—service web portal, but identifying skills that customers were unaware differentiated top performing they could do this online agents vs bottom - o o a o - c - o o a - o - . o o a o o o - o - c o - - - - - - o o - o o u - o o o - o o o o - - o o - - o o - - o o n 3 u‘/ n SALES Increased sales by 30% by identifying Identified types of low-to-medium opportunities in verbatim customer complexity calls that could be feedback to address specific customer handled less expensively but still segment needs effectively via self—service channels @ Reduced QA Discovered only headcount from 2% of night 40 agents to calls were less than 10 critical, reducing by automating nightshift scoring on 100% headcount of calls Reduced call Insurer improved volume by 2% FCR by over by identifying 6% points by and fixing issues correcting how with password agents respond to reset process specific types of denied claims issues - . u - o - - u u - o u - u - - o - - u - ¢ o u u o - o . o - . - o u u . n - o - - . n - o - - o - . o - - . - - . - - o . ¢ u - . o . ¢ - - . o - o - - . o . u u - - u u Identified call types Highlighted 5 key with excessively customer queries high handle time and developed due to poor agent FAQ's, customer identity significantly verification, and reducing AHT decreased handle on these calls time by an average of 36 seconds, saving $5 million peryear ""“"“‘ PUBLIC RETAlL& TECH/ MEDIIV TRANSPORT TF"l‘}, %', §‘SG "°"5'"5 '"5""A"“ °'”5°"“"”° sccron DISTRIBUTION mco &TRAVEL HANDLING EXCEPTIONS MULTICHANNEL & INTERDEPARTMENTAL IMPROVEMENTS IMPROVING THE QA/ QM PROCESS CUSTOMER JOURNEY OPTIMISATION CONTACT CENTRE PERFORMANCE IMPROVEMENTS COMPETITIVE BUSINESS INTELLIGENCE AGENT OPTIMISATION CUSTOMER INTENT ONE-OFF & AD-HOC ANALYTICS CUSTOMER SATISFACTION INNER CIRCLE GUIDE TO CONTACT CENTRE ANALYTICS 1 _. ... ’ (ONTA(TBABEL’THE2014|NNER CIRCIEGUIDETO CUSTOMER CONTACT ANALYTICS’ ’ @B$| _HQ — —

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