A modern call center is implementing an innovative solution for automated analysis of telephone conversations of operators and customers. This allows you to study the content of dialogues, find targeted information on key sentences and words, and highlight thematic clusters based on requests from potential and existing customers. Based on the data obtained, you can find solutions to increase sales, identify the causes of customer dissatisfaction, and fine-tune business processes that will help you achieve maximum efficiency.
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Applications in call center departments:
- quality department (for evaluating performance and quality indicators based on customer requests);
- analytics (to identify customer needs, find solutions to increase sales).
With the help of speech analytics, the following tasks can be solved:
- identify deviations from the script;
- control the quality of customer service;
- optimize key performance indicators;
- increase conversion; analyze marketing hypotheses in action;
- determine the top directions of customer requests;
- make a rating of appeals by topic;
- evaluate customer satisfaction with the service;
- identify conversations of employees on everyday topics.
By introducing speech analytics tools into the work of a call center, you can significantly increase customer loyalty by improving the quality of service, increase sales of promotional goods, optimize communication and personnel management policies, and increase the efficiency of planning marketing campaigns. The tools can be adapted for use in companies in various fields of activity, for example, in banks, insurance companies, service centers, online stores, etc. The technical capabilities of the software allow speech recognition to be as accurate as possible, dividing an employee and a customer into a conversation. It is also possible to include dictionaries corresponding to the specifics of the enterprise.
