Fast, Accurate Analytics Vital as Call Centres Adapt to 'New Normal' of WFH
Posted on August 25, 2020
The immediate provision of accurate speech analytics is becoming increasingly vital as contact centres increasingly look to maintain work from home (WFH) operational models.
That’s the view of leading call centre solution provider Avoira which is anticipating heightened interest in the technology from delegates attending the virtual Contact Centre & Customer Service Summit.
The company reports managers are finding that the interactive nature of a sophisticated real-time analytics solution not only enables more effective call outcomes, but enhances employee engagement.
Speaking ahead of the Summit, Steve Watts, Avoira’s head of sales, said: “With team leaders and managers having lost the Captain’s Chair view of what’s happening minute-to-minute, real-time analytics are even more important and compelling.
“As a result contact centre directors and heads of innovation are now taking a closer look at the sophisticated tools they might deploy to ensure productivity and service standards are maintained as the novelty of homeworking wears off.”
He adds that capturing real-time traffic not just within a centralised centre but across a remote working network, remains a challenge for all but the most potent speech analytic solutions.
As such Watts is expecting heightened interest at the Summit in the AI powered voice analytics solution which Avoira is set to showcase.
The cloud-based Xdroid solution is a rarity - arguably unique - in delivering real-time analytics of both voice and text communications. It automatically records and analyses all calls and monitors customer experience, compliance and the performance of individual agents, wherever they are working.
The powerful solution can detect and range of emotions, reporting on whether customers are displaying displeasure, uncertainty, disappointment or happiness. Based on analysis of dialogue, it provides on-screen prompts which can steer an agent to engage in specific actions - such as up-selling or making a compensatory gesture – at the time most likely to yield a positive response.
A formidable customer service tool, the technology claims to deliver an increased client retention rate of 30% and an inbound sales uplift of 14%.
It can also increase agent retention and reduce breaches which can result in legal or regulatory actions.
“It’s not just regulatory and legal compliance with which our solution can assist, but in ensuring employees, wherever they are, continue to subscribe to and share the organisation’s ethos,” says Watts. “By providing tools with which to help an agents job be performed more easily and effectively, it also helps them feel valued.”