Insights|Speech Analytics: Automatic for Your People

Speech Analytics: Automatic for Your People

Sitel Speech Agent Task Automation eliminates the monotonous aspects of a contact center agent’s role while giving organizations greater customer insights and the ability to track and improve contact center performance in real-time.

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by Sitel Staff August 11, 2020 - 3 MIN READ

In the realm of customer service, automation is often seen as a means of cost cutting or cost containment. But with the right strategic application, it can be a catalyst for driving efficiencies and driving revenues – especially in the contact center environment.

This is because contact center automation isn’t just about contact deflection or reducing agent numbers; it’s about enhancing your agents’ abilities so each agent can deliver more. It’s about removing the barriers and overcoming the daily challenges your frontline customer experience (CX) staff encounter in doing their Jobs.  

The easiest way to illustrate the positive impact that intelligent use of automation can have on your contact center, your agents and the levels of customer experience your brand delivers, is to consider the alternative.

When IBM analyzed data from contact centers that rely on manual processes, it found that the average customer service call lasted six minutes. However, during that call, the agent was only genuinely interacting with the customer for a total of 90 seconds with the rest of the time spent doing manual research and inputting data into relevant systems.

Aid agents align with customer expectations

Created with the goal of maximizing customer interaction while minimizing time-consuming, repetitive actions that increase average handle times (AHT), first contact resolution (FCR) and after-call work (ACW) Sitel Agent Task Automation empowers agents to focus on meeting customer expectations.

Thanks to powerful natural language processing (NLP) and machine learning, our suite of task automation solutions is able to summarize each call an agent takes in real time and input the relevant information into the system. In addition to being faster and more liberating for the agent, this form of data capture and input offers an 85% increase in accuracy and reduces the amount of after-call work (tasks an agent needs to undertake between interactions) by upwards of 50%.

An increased emotional customer connection

This level of automation and its associated agent freedom means that your brand is able to see a greater level of emotional connection in each direct contact, strengthening the customer relationship while also reducing the average handle time (AHT). And because agents have less to do between calls, it helps reduce the time to answer, the effects of which are easy to measure through greater customer satisfaction and NPS scores – but the benefits don’t end there.

With speech analytics powering automation, an organization has the ability to automatically monitor 100% of calls in real time and extract the data needed to provide customer insights in the moment.

Automating such a labor-intensive yet increasingly crucial task ensures your brand remains agile. The information and guidance needed to address a recurring issue or a common call driver is always available as are indicators regarding changing customer expectations or behaviors. In other words, it gives organizations the power to plan with confidence.

Monitor 100% of contacts

This same capability is leveraged to optimize agent training and performance. Our own research shows that in a traditional contact center environment, it takes an average of 32 minutes for a supervisor to listen to and analyze a single six-minute call. That figure doesn’t include the time spent looking for the right call to monitor nor does it factor in the time that a quality assurance analyst will also spend listening to and rating the same call once the supervisor is finished.

Using this approach means it’s never going to be possible to examine more than 1% of calls for quality or agent training purposes. But by automating the process with speech analytics, identifying outliers, monitoring for certain types of customer behavior and finding areas where agent coaching requires improvement across 100% of contacts, it’s faster than manually monitoring a single call.

Boost agent performance with real-time coaching

This means your supervisors and coaches always have the insights they need to constantly help agents develop and focus their performance in line with customer sentiment. It turns coaching into a real-time activity, one where an agent can immediately relate to why training is required and improvement is equally recorded and endorsed in real time.

When applied appropriately with a clear long-term goal, Sitel Agent Task Automation highlights contact center inefficiencies, elevates the impact and relevance of training and coaching and gives agents the latitude they need to dedicate themselves to serving your customers.

Insights at their fingertips

By eliminating time-consuming, monotonous and repetitive tasks, your agents are empowered to spend their time on more meaningful, thought-provoking tasks. They are free to focus their energies on the complex customer issues that demand a personal, emotionally intelligent touch. And, at the same time, because our task automation solutions are built on a speech analytics foundation, coaches, trainers and supervisors always have the insights they need to enhance and maintain the quality and consistency of CX your organization is capable of delivering.

Steps to improve performance or to adjust training and scripting can be taken in the moment and coaching can be provided on the job. This negates the need to take agents off the floor for classroom training and with it the risk of affecting service levels. 

1. Sitel Group, Time in Motion Study, September 2019

written by Sitel Staff
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