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Getting Started With Speech Analytics:
What You Need To Know
Ann ThayerAccount ManagerCallFinder
Chris LawsonManaging PartnerLawson Concepts
Today’s Agenda
Introduction to speech
analytics
Speech analytics
strategies
Secrets of success
Examples
Misconceptions and
myths
Creating a blueprint
Governance
How others are
succeeding
What You’ll Learn
Confronting Challenges Query data Sort Filter Educated guess
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How Does Speech Analytics Work?
Indexing
SearchableAudio
Recorded Calls
What Does It Look Like?Analytics Dashboard | Call Scorecards | Call Records
How To Start Using Speech Analytics?
Goals Driving Analytics Initiatives
21%
Source: Aberdeen Group – Speech Analytics: Listen to your Customers
48%
29%
25%
21%
Insight into customer experience with their product or service
Evaluate employee performance
Monitor customer responses to competition & services
Monitor the customer experience such as on-hold, transfers, or any other interaction processes
Last Week
This Week
Common Misconceptions
8
25% 40% 38%
-5%
FIX IVRMENU
3.2
Overcoming Stumbling Blocks
Have resources in place to use speech analytics
Create governance model to leverage the data
Blueprint: Starting With Speech Analytics
Vision
Assess
Requirements
StrategyAnalysis
The Governance Model Resolution Culture Dysfunction Accountability
Change Management
Review Calls
Identify Issues
Impact Analysis
Solution Design
Implement
Track & Measure
Managing Speech Data & Analysis
Resources
Quick results
Early ROI
Focus on improvement
Voices (Outside In vs. Inside Out)
I’m trying to explain sir….
This is my third call …
She’s clueless!
He’s a jerk!
Voice Of Customer Voice Of
Organization
Operational Methods
Compliance
ProcessImprovement
QA
Projects
Services
Products
Trends
?
EXAMPLESGetting Started with Speech Analytics
Reducing Unnecessary Call Volume
What’s the password?
“RESET”
Increasing Customer Retention
“Ridiculous”
Improving Customer Experience
Increasing Service Effectiveness
Category Category Phrase Category ScoreCall Opening Greeting 7.7%
Branding
Problem Solving Skills Ask customer to describe problem 41%Ask questions to clarify understanding
Solution Presentation Affirm understanding of problem 51.3%Present SolutionAgree on Solution
Call Closing Confirm customer understanding 55.1%
Team Score: 38.8%
Operationalizing
Resources
Governance Model
Blueprint
Problem Solving
— ALBERT EINSTEIN
CallFinder’s Free Assessment of YourAgent-Customer Conversations
Define needs and goals together.
We analyze recorded conversations for content discovery.
We build search categories specific to call content and goals.
You receive top-level insights.
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Steps of Free Assessment Engagement
