Mitigating Complaint Calls with Speech Analytics
Engage Speech Analytics software locates words and phrases in call recordings, helping uncover fresh insights for improving products and services, reducing litigation, and increasing customer satisfaction.
Linda just received new regulations for her bank requiring that all complaint calls must be mitigated, with a proper response given within 48 hours. While she records all of the calls into the contact center, the agents simply don’t have enough time to notify her of a complaint call and she doesn’t have time to listen to the recordings. The contact center handles hundreds of hours of calls in a day, and the bank can’t afford the extra staff required to listen to the recordings much less identify those that require response and then to provide the response.
Linda’s problem is not unique and is not unique to the banking industry. It’s simply not possible to listen to hundreds of hours of recordings in a day, nor is it cost effective. Is there a solution that can tell her what is in the calls?
Linda reaches out to her call recording provider, TelStrat, and explains the problem she has to overcome or risk violation of procedures. The TelStrat representative explains to Linda that since she is using TelStrat’s Engage Recording solution, she has the information available to solve the problem, she just needs to add another component to automate the process.
TelStrat proposes Engage Analyze, a basic speech analytics solution where recordings can be automatically searched for specific content and those recordings identified, in this case, complaint calls.
Linda knows the specific words and phrases that typically are used in a complaint call. This could include profanity, the words “cancel” and other such phrases. With Engage Analyze, the words and phrases to identify a complaint can be programmed into a category.
As the recordings are captured they are handed to the speech analytics engine. Using phonemes, the engine indexes the recordings so that the content is understood. The search engine is then applied to the index to identify the recordings that contain the words and phrases defined.
From the Engage User Interface, the defined categories of speech are shown as columns within the recording metadata. Linda can quickly see the recordings that contain the categories being searched automatically by the system. She can perform a search on the categories and is presented with a list of recordings that had “hits” within the categories.
She selects and plays a recording and sees color bars within the timeline media player indicating where the words and phrases are used, so she doesn’t have to listen to the entire call. She hovers the cursor over one of the color bars and sees not only where the “hit” took place within the call but is shown a popup window that tells her what particular speech pattern was found.
Further, she sees that within the search engine she can do an adhoc search for other words and phrases that she has not thought to configure in an automatic search. In doing this she is able to identify other speech patterns that she didn’t know existed.
With the complaint calls identified, she can turn them over to the team for callback and resolution and doesn’t have to increase her staff. The recordings are indexed and searched within minutes and accurate results are achieved using Engage Analyze.
Linda is now confident that by using Engage Analyze that she can meet the requirements of the new regulation and has a much better idea of how her business is performing.