mary ward | sr solutions consultant mary.ward@aspect · average handle time optimal compliance...
TRANSCRIPT
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©2018 Aspect Software, Inc. All rights reserved
©2018 Aspect Software, Inc. All rights reserved
SPEECH ANALYTICS DEMYSTIFIED
Mary Ward | Sr Solutions Consultant
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AGENDA
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• Engagement Analytics – How It Works
• Demonstration
• Questions, Use Cases and ROI
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©2018 Aspect Software, Inc. All rights reserved
ENGAGEMENT ANALYTICS EXPLAINED
Transcription &
acoustic measurements
(redacted)
Use case specific
automated tagging
(language patterning)
Compliance, behavior &
targeted coaching and
marketing insight
Use case specific
scoring, trending
& tracking
100% of
Interactions
Audio
Values
Metadata
Values
Chats
Surveys
Text Messages
Emails
Recorder MetadataAgent, Date/Time, Duration, DNIS, CallType,etc.
CRM DetailsCustomer Type, Demographic Data
IVR Data
Calls
With metadata
Other Data
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©2018 Aspect Software, Inc. All rights reserved
ENGAGEMENT ANALYTICS EXPLAINED
Transcription &
acoustic measurements
(redacted)
Use case specific
automated tagging
(language patterning)
Compliance, behavior &
targeted coaching and
marketing insight
Use case specific
scoring, trending
& tracking
100%Interactions
With metadata
This is my third time calling! You overcharged me on my last bill. I need to speak with a manager.
Thank you for calling ABC Corp. How can I help you?
May I confirm your name, address and email address?
I’ve already given that information to the previous agent. This is ridiculous!
AgitationWord TempoSilence
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©2018 Aspect Software, Inc. All rights reserved
ENGAGEMENT ANALYTICS EXPLAINED
Transcription &
acoustic measurements
(redacted)
Use case specific
automated tagging
(language patterning)
Compliance, behavior &
targeted coaching and
marketing insight
Use case specific
scoring, trending
& tracking
100%Interactions
With metadata
Proper Greeting
Right Party Contact
EmpathyCompliance Language
Dissatisfaction AgentEffectiveness
PolitenessDisputeLanguage
CloseLanguage
This is my third time calling! You overcharged me on my last bill. I need to speak with a manager.
Thank you for calling ABC Corp. How can I help you?
May I confirm your name, address and email address?
I’ve already given that information to the previous agent. This is ridiculous!
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©2018 Aspect Software, Inc. All rights reserved
ENGAGEMENT ANALYTICS EXPLAINED
Transcription &
acoustic measurements
(redacted)
Use case specific
automated tagging
(language patterning)
Compliance, behavior &
targeted coaching and
marketing insight
Use case specific
scoring, trending
& tracking
100%Interactions
With metadata
AGENT
QUALITY
72
CALL CLOSE
HIGH
DISATISFACTION
76
AVERAGE
HANDLE TIME
Optimal
COMPLIANCE
LANGUAGE
HIGH
AGENT
EFFECTIVENESS
Medium
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©2018 Aspect Software, Inc. All rights reserved
ENGAGEMENT ANALYTICS EXPLAINED
Transcription &
acoustic measurements
(redacted)
Use case specific
automated tagging
(language patterning)
Compliance, behavior &
targeted coaching and
marketing insight
Use case specific
scoring, trending
& tracking
100%Interactions
With metadata
Search, Trend, Discover
Compare, Report
ANALYZE
Automated Quality or
Performance Management
FEEDBACK
Exporting Data to 3rd
Party Applications
API
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©2018 Aspect Software, Inc. All rights reserved
ENGAGEMENT ANALYTICS IN ACTION
First Call Resolution
Issue/Problem
Process Issue
Product Type
Call Type
Interaction Channel
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❑
❑
❑
❑
❑
What do analysts want to
know about a call?
I CALLED LAST WEEK
ABOUT A PROBLEM WITH
THE WIDGET
CUSTOMER SUPPORT
WEBSITE BUT
I DIDN’T GET A RESPONSE
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©2018 Aspect Software, Inc. All rights reserved
ASPECT ENGAGEMENT ANALYTICSDEMONSTRATION
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©2018 Aspect Software, Inc. All rights reserved
Top Benefits
from Contact
Center Analytics
ENSURE legal Compliance• Fair Debt Collections Practices Act
• Mini-Miranda • PCI DSS • HIPAA
IMPROVE Agent Quality/Productivity • Reduce average handle time
• Increase first call resolution
• Improve compliance with best practices
IMPROVE Marketing Effectiveness• Measure results of product promotions
• Discover customer preferences
INCREASE Sales• Increase number of offers
• Increase effectiveness of offers
• Discover reasons for acceptance and rejection of offers
INCREASE Customer Satisfaction• Decrease churn
• Increase customer loyalty and NPS
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©2018 Aspect Software, Inc. All rights reserved
WHERE CAN WE IDENTIFY ROI
Speed to Intelligence
• Validation of performance
• Key drivers of sales and retention
• Understanding of consumer behavior (marketing, sales, churn)
Silence Detection
• Lower efficiencies, cost and increase service levels
Long Call Analysis
• Identify drivers and impact of long calls
Reduction in AHT
• Agent efficiencies gains reduce overall handle times
Re-Allocation of QA Staff
• Automation of performance and scoring allows for FTE to be reallocated
Agent Ramp and Attrition Improvement
• Constant and definable feedback key to agent performance
ROI
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©2018 Aspect Software, Inc. All rights reserved
REDUCE EXCESS HOLD AND DEAD AIR
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©2018 Aspect Software, Inc. All rights reserved
IDENTIFY DRIVERS OF CALLS
• Out of all my calls, 41% discuss Charges or Fees
• You can filter for calls with Charges or fees to drill down on reasons
• Continue search with Online Questions/Issues to identify call drivers
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©2018 Aspect Software, Inc. All rights reserved
TARGET SPECIFIC AREAS FOR COACHING
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©2018 Aspect Software, Inc. All rights reserved
THANK YOU!
MARY WARD | SR SOLUTIONS [email protected]
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