1. Monitor & Improve
Customer Interactions
with Speech Analytics

2. More Effective
Contact Centers
Monitor Script
Compliance
Discover
Revenue
Opportunities
Manage
Quality
Assurance
Track the
Customer
Experience
Identify Agent
Training
Opportunities
Visibility into Voice Conversations

3. Beyond Quality Monitoring:
How Speech Analytics Works

4. Examples of Conversation Analysis…

5. I will have to ask my director…
Tell me more about your nursing program…
Thanks for
holding. We
don’t have that
program here.
I will have to ask my
director…
CAUSE: Lack of Agent Knowledge = Caller Confusion

6. I will have to ask my director…
ACTION: Use Voice of Caller and Agent
Data to Improve Call Handling

7. Sorry, I cannot
give you a price.
I can’t calculate the
cost right now…
Revenue Loss

8. ACTION: Identify Agents Who Need
Training

9. Discover Gaps in Service
INSIGHT: Customers want bundled procedures
Can I get both
procedures done at the
same time?
What is the cost for
multiple procedures?
Can it be
completed the
same day?

10. ACTION: Create package of services

11. Best Practices for Speech Analytics

12. Benefits of CallFinder Speech Analytics
• 25 years in telecom; routing, recording & processing
calls
• One-to-one support and training with a specialist
to identify customized goals and scope of need
• Cloud-based delivery
– No IT involvement, no hardware or software installation
− Affordable, flexible, and scalable
• Fast audio processing technology
− Phonetic indexing technology for precision;
Indexes thousands of calls within minutes
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13. Thank you!
Sabrina DeRose
CallFinder Account Manager
1-800-514-0434
sderose@mycallfinder.com
linkedin.com/in/sabrinaderose