LiveVox: How to Add Speech Analytics into Your Workforce Management System Workflows
“Can anyone tell me what kind of response you’ve been getting from customers lately?” Dozens of different answers pour in; your contact center team leader is starting to feel a little overwhelmed. Their job is to determine what setbacks officers have faced recently. The task is tricky, especially since they have to coach the team to success.
“I called and talked to three different agents, and none of them told me that my payment was due. I do not know to whom I have spoken.” A call escalation could quickly turn sour when one of your leaders scrolls account details of an angry customer, putting the customer on hold, adding to the frustration, but unfortunately there is no notes available verifying the customer’s complaint and any interaction record of the previous contact attempts. .
Scenarios like this happen all too frequently.
Contact centers are made up of many moving parts. It is easy for some mistakes to go unnoticed. Today, with the rise of remote work culture, contact center managers need to find effective ways to address quality management issues. This is why workforce management systems that include speech analysis and quality control become essential.
In 2019, a survey found that 76% of contact centers planned to invest in artificial intelligence tools, and rightly so. The speech analysis Once a mere futuristic idea that we thought would eventually appear later as the technology continue to progress. Now it’s here. The LiveVox platform uses speech analysis with Speech IQⓇ to streamline workflows responsible and provide useful comments to agents in contact centers.
Workforce management systems that include speech analytics benefit the contact center experience internally and enable better customer experiences that improve brand impressions externally. This tool allows managers to easily identify high-risk calls, locate previous calls, create automated reports based on voice transcription results, and more. Here are some key features of Speech IQⓇ and how it adds value to workforce management for agents and managers.
First: it helps identify high-risk calls
Advanced Search is a feature that allows managers to easily identify high-risk calls, locate previous calls, and use previously transcribed call data to create automated reports featuring a variety of analytics.
In order to effectively coach agents, they need to know what high quality calls look like. Listening to successfully resolved high-risk calls helps teach agents how to provide a positive experience for angry customers. Managers usually ask agents to submit their best calls. Sometimes they are lucky enough to catch a good call during call monitoring sessions.
When managers are able to identify high-risk calls as they occur, it benefits both the agent and the customer. Managers receive personalized notifications by email or SMS. For example, rapid response can allow managers to coach new agents on a risky call to prevent further escalation. This helps create a positive experience for the customer, as the agent receives guidance from their more experienced manager.
Advanced search in the LiveVox solution suite makes it easy for managers to find high-risk calls using SpeechIQ®. Since all calls are voice-transcribed, searching for keywords that indicate a high-risk call allows managers to quickly extract those calls. As a result, managers eliminate working hours. They can devote their time to more important tasks and provide more targeted coaching to their agents.
When a customer calls claiming either that “they weren’t told” a specific piece of information or that “the last rep they spoke to said it to them,” managers and agents all too often force the customer without recheck. Although “the customer is always right,” repercussions can often occur if agents give in easily to customer complaints.
Discounts or freebies add up and can cause your business to lose significant revenue over time. Sometimes agents are held responsible for a mistake they didn’t actually make. Another common scenario is when a customer calls from a different phone number, so their account doesn’t fill up and call notes stay in limbo. This makes it difficult to verify the information later.
The advanced search makes it easy to find the call in question. With tools like SpeechIQ®, managers can locate the call transcript by searching for keywords or phrases. Agents can quickly resolve their calls and managers save time trying to search customer accounts for relevant call notes. It will no longer be a mystery who spoke to which representative or what exactly was said after a customer called from a different phone number. Their conversation can be quickly located.
Then it overlays speech analysis with quality management
When agents receive coaching or performance feedback, how do your contact center managers collect metrics? What kind of measurements do they use? The most common metrics used to assess agent performance are things like call handle time, missed calls, number of incoming or outgoing calls, call resolution rates, and hold times. Perhaps customers are asked to complete a customer satisfaction survey.
While these metrics provide great insight into an agent’s performance, features like advanced search allow managers to refine their coaching strategies by introducing new metrics to measure. They can locate keywords or phrases that agents should (or shouldn’t) use. This data is easily generated into visualized reports that can be used as a critical overview of the progress of a team or an individual as a whole.
Automated dashboards are another way managers can save countless hours of time. You can configure custom metrics such as proper intro and close, accurate disclosures, and script adherence. Workforce management systems like speech analytics analyze calls in real time and provide automatic dashboards to managers. Instead of spending an hour with each agent, managers can easily access dashboards that provide them with important data.
Then it takes workforce management systems and coaching to the next level
Managers can also take their coaching to another level by using sentiment scores. SpeechIQ® provides sentiment analysis for every call. You can reduce problems by filtering calls with negative scores. Quickly find out if a single agent is falling short or if an entire team is struggling to perform. When managers listen to these calls, they can easily uncover the cause of problematic interactions. Identifying this allows them to target areas that agents need to improve.
Sentiment analysis also provides positive scores. Managers can use these calls as examples of excellent customer service. Evaluate positive calls and commonly used keywords or phrases. Listen to the questions asked by the agents. The patterns that appear contain valuable information that can help agents improve their first call resolution rates.
This feature also saves managers many hours of extra work so they can focus on more important tasks. For example, if a contact center asks managers to do monthly reviews with their teams, and each team is made up of fifteen agents, hour-long meetings with each can add up quite quickly. LiveVox understands how valuable time is in the contact center environment, which is why tools like SpeechIQ® are designed to speed up workflows while increasing quality at the same time.
Ultimately, the analysis based on speech can enhance workforce management
Additionally, contact centers can now reduce customer pain points and easily spot common questions or concerns. Managers can spot common phrases or keywords customers use and see how often those words come up overall.
This not only helps managers provide strategies to their agents, but can also help guide future business decisions as a whole. Companies are always trying to find ways to understand their customers. Advanced Search makes this possible with a simple search that captures the words of customers themselves.
The data provided by speech analytics enables contact centers to capture inbound call drivers. SpeechIQ® provides a breakdown of the most common phrases customers use after the agent introduction. Knowing the top reasons customers call also helps contact centers target specific needs.
Employees can be strategically placed during certain hours, or managers can assign specific agents to certain types of calls. Your contact center will see improved average handle times and increased customer satisfaction. Companies saw a 40% decrease in AHT after incorporating speech and text analytics into their improvement processes. The level of insight provided is invaluable. Speech analytics offers many new ways to maximize contact center efficiency.
Understanding exactly what your customers are looking for has never been easier. Analytics generated from speech analytics can also capture customer suggestions or insights. This allows you to target exactly what the majority of your customers want. The potential for increased income is within reach. By using this data to deliver what your customers demand, your business will always be ten steps ahead of the competition.