Speech Analytics Meets Manual Human Review

By Ryan StomelMarch 14, 2017

In this day and age, where customers readily switch companies unless they get the experience they want, forward-thinking companies know they need to find a way to make themselves stand apart from the competition.

Your contact center plays an especially important role in shaping your customer’s experience. By analyzing the customer-agent interaction, you are able to understand how to deliver positive customer experience.

Continuously upgrading is an objective that every call center should strive to accomplish. However, to stay on top of the game, it’s important to keep track of the latest solutions while also focusing on evolving customer expectations.

Trends in Call Center Analysis

Voice Analytics
Voice analytics is the process of analyzing recorded calls to gather information that may be relevant to a business process.  However, there are a number of industry “claims” about voice analytics such as 99% accuracy at detecting events, identifying compliance violations and complaints, a self-driven QA solution, and 85% speech-to-text accuracy

Research has absolutely shown that voice analytics is NOT a valid predictor of empathy, sentiment, or certain complex events.  The true best use cases for voice analytics are as follows:

  • Transcription
  • Keyword Detection

o   If / Then rules

o   Big Data / Machine Learning

o   Specific Lists

  • Complex Events

o   Keyword If / Then rules

o   Deep Learning / AI

Manual Review
Currently, speech and voice-to-text analyses only reach an average accuracy of 77%. What’s more, call centers are starting to realize that both speech and text analytics are not necessarily as good as the marketing fluff that they were initially sold on. There is absolutely a place for voice analytics but that is never going to be the case without human tagging and scoring.   

The best way to ensure the highest accuracy in call center analytics is by using human analysts to manually review agent-customer interactions. With the use of voice-to-text technology, companies are pulling the calls that have various keywords stated in the recording to identify the right calls to review.

Understanding where processes are failing your customers and what you can do to fix them is imperative if you want to reduce costs and improve your business. To transform agent performance and improve customer experience in your call center, we recommend combining both speech analytics and manual reviews to get the best of both worlds.

To learn more about this topic in particular, join Walter Bachtiger, the CEO of Voicebase, and Ryan Stomel, the CEO of CallCriteria, at 11:35 AM on Wednesday, March 22nd at LeadsCon Las Vegas. Register here.

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