Speech analytics provides another dimension in gaining insights to help improve business performance. This technology however has a usually high price tag, and as a result, SME enterprises tend to be excluded from implementing this kind of technology within their operation. The outcomes of this analysis can assist with improving performance, reducing compliance & regulatory risk, and driving profitability. It works by converting the recordings into searchable data that can be analysed using pre-defined search packs. Speech Analytics offers an automatic process to obtain insights into the opinions, attitudes, and intentions customers and employees reveal during everyday conversations. This process could realistically take an insurmountable amount of time to achieve and may become too arduous to justify. The powerful and enlightening insights that this information can hold is usually overlooked, and in the instances when progressive companies analyse the calls, it is usually a manual process, conducted by a dedicated individual or team of people to review and evaluate. The idea of capturing telephone calls is not new, but the concept of using the information locked up in recordings to provide a real insight into current and historical facts and opinions gleaned from your customers and employees, is.Ĭall recording solutions quite simply capture telephone calls. Common practice is that call recordings are used to conduct quality checks and/or provide impartial verification of the content of a call. They are then stored for a period of time, usually to meet compliance or industry regulations, and/or deleted as a matter of course.
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Speech Analytics has been considered a powerful but expensive business tool, primarily suitable for a large organisation who can afford the sizeable investment to purchase and deploy this technology. This paper explores how the use of this technology can now be implemented for the SME marketplace too and covers advise on what to expect and how to run such a project successfully.
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