Speech Analytics a Proven Consultative Approach

Background

Our experience shows that the causes and therefore solutions of below optimal performance in a call centre environment will fall into three broad areas;

1. Within the call centre's control. Agent skills, procedures, scripts, compliance etc.
2. Within the company's control. Market offering, product, service, delivery, billing etc.
3. Outside the company's control. Competition, economy, environment, media etc.

For this reason, it is essential to consider the widest possible perspective when scoping the detail of a Speech Analytics engagement. All engagements will last a pre-agreed number of days, ranging from a minimum of four and will be operational and hands on in nature. We know it is important to identify the causes not just symptoms so will take time to understand your organisation and the issues you are dealing with. Our experienced Speech Analytics consultants will then be able to provide you with a comprehensive set of findings and analysis of an agreed number of hours of recorded calls.

The Speech Analytics Engagement

Once the scope of work has been agreed the following 4 stages are essential to each Speech Analytics engagement. They are designed to maximise interaction and shared learning with the customer and therefore lead to the best results.

1. Discovery. An onsite review of the organisation or operation. Involving senior and operational management, team leaders, support staff and agents as appropriate. The key output from this will be the detailed brief.
2. Speech Analysis. This covers the selection, configuration and analysis of the conversations identified for review.
3. Initial Findings. Analysis is an iterative process, where initial findings are discussed with senior and operational management to identify areas of refinement not possible at the discovery stage.
4. Final Report. All engagements result in a formal report and presentation to the senior management team. Where results of the speech analytics are summarised along with the consultants findings and recommendations.

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