Image Credit: kindra murphy
How Speech Analytics is used to improve First Call Resolution
One of our recent posts identified First Call Resolution as one of the many reasons call centres are turning to speech analytics. Today we’re going to expand on how exactly speech analytics is used to target and improve First Call Resolution.
Why First Call Resolution?
Because, it is one of the most important measures in today’s contact centre!
This is for a couple of reasons:
- Each subsequent call increases the cost of providing that solution
- Additional calls tend to lower customer satisfaction
Wouldn’t we all like to have a better NPS?
Our scalable speech analytics solution coupled with customer insights will identify opportunities for business optimisation, leading to:
- Reduction in inbound calls
- Increased customer satisfaction
- Reduction in talk time (AHT)
- Lowers operational costs
- Improves service quality
- Increases customer loyalty
- Raises revenue and profitability
First Call Resolution: Traditional vs Today
Manually checking call types, IVR data and other antiquated techniques are now, fantastically ill-equipped to differentiate types of repeat callers. But these techniques are still reliable.. right? WRONG!
First Call Resolution analysis depends on an array of factors including but not limited to – the time between calls, the relationship between the subject matter etc….
What I’m saying is, a caller who calls again on a different issue may or may not impact on First Call Resolution data. Without speech analytics you’re missing the bigger picture. Speech analytics takes the guesswork and uncertainty out of this process, allowing us to define repeat callers through precise algorithms. We can select the metadata we need to identify repeat callers and time intervals between calls.
The result is a more streamlined and effective approach to business. Good agents can be more appropriately rewarded, and less skilled agents are coached in the competencies where they’re lagging. All for the love of First Call Resolution.
Root-cause analysis and the deep dive
Using existing customer transaction data, and the ‘voice of the customer’ to understand where breakdowns occur, we can outline targeted process improvement and strategies to further increase FCR (First Call Resolution).
Call attributes such as customer ID or any other unique identifier can obviously be used to identify a series of repeat calls for individuals, we then use Speech Analytics to identify themes from those data rich audio recordings.
Unlocking your data in this way enables us to quickly and accurately identify trends and multiple calls from the same customer, providing us robust insights into the root cause.
Return on Investment
Gone are the days of frivolous call centre spending. Business are asking their employees to do more with less and ROI has become exceedingly important in all areas of business. Repeat calls are enemy #1 in the modern call centre. The problem is that using traditional methods to tackling this problem will leave you with limited success (if any success at all). Call monitoring and post-call surveys no longer cut the mustard. Disrupt your business and introduce a little insight