Competitors in every business sector are striving for Customer experience (CX) excellence which will drive growth. Gartner estimate that more than 90% of customer conversations happen on the phone, therefore telephone conversation is a huge area for CX management. With many millions of customer conversations happening each and every day, voice traffic is very much “big data” offering a world of insights to those who choose to look deeply.
Voice analytics promises to measure customer emotion in each call, differentiating between happy, frustrated and other customer moods. While “call analytics” may look at the data collected, and “speech analytics” may consider the spoken content and context of the agent/customer conversation, “voice analytics” analyses the intonation, syllable stress, tempo, pitch, etc. to derive emotional indicators from the conversation, and more.
Keyword detection can ensure process requirements are adhered to by agents, appropriate tone is used, and it can spot critical keywords used by the customer to pinpoint problem areas and reduce customer churn.
Voice analytics can also alert management to what is not being said. Software solutions will spot non-productive moments of silence, music, etc. so that call handling time can be continuously improved to ensure customers experience more efficient service, and the business has an optimized process.
Contact center agents benefit from automated feedback which is objective, personalised, and delivered in realtime to assist them in delivering great service.
Environmental Dependencies and Customer Experience
These benefits, and potentially many more, will shape the future of customer interaction. But, these depend on a high quality communication channel connecting a business to the customer. Today’s telecommunications infrastructure is a cocktail of legacy TDM network tied into IP transit links and converged corporate networks which support a multitude of applications including real-time voice and video, often competing for bandwidth. QoS (Quality of Service) and QoE (Quality of Experience) are ongoing challenges.
Additionally, the rapid growth of cloud services puts key systems, key data, and key communications infrastructure into hosting situations where capacity management, incident management, and change activity may trigger dynamic movement of systems in ways that significantly alter demand patterns, destabilize network, and impact quality for real-time applications such as voice.
Managing customer experience in an ever-changing network environment requires a watchful eye, attention to detail, and supporting toolsets.
Spearline are experts in measuring and monitoring customer experience and have the tools which you can use to ensure your network is supporting high quality customer conversations that grow your business.
In-country number tests and outbound dial tests ensure basic connection, check line quality, and more, helping you proactively monitor the availability and quality of your global inbound toll and toll-free numbers, as well as outbound services. With real-time alerts on customer-impacting issues, you maximise uptime and hold carriers to SLAs.
Proactive management of your communication channels helps you build customer loyalty through delivery of high quality service processes, and maximises your ROI in technologies such as voice analytics.
Spearline is the leading network intelligence company in the telecommunications industry. Our platform enables enterprises and telecommunications service providers to test connectivity and quality on global telecoms networks, testing automatically at volume. If you are interested in benefiting from our platform, please get in touch with us.