Does your customer’s voice resonate in your customer service environment? Are you aware of the terms and sentences customers reiterate to agents? Do you use this information to distill topics from the calls your employees take every day?
In other words, do you have real-time insight into your customer’s current intent?
Create an up-to-par customer experience
Every customer calls about an issue they believe is unique to them. But there’s usually an underlying pattern. Upon closer look, many conversations turn out to be quite similar.
If you use a speech-to-text tool to transcribe calls between employees and customers, you’ll notice a repetition of certain terms and sentences across conversations. But only if you properly analyze the text available.
Now, why is this important?
Suppose you sent out a letter stating your rates will increase without providing a clear reason. This results in a flood of calls. Customers are angry and demand further explanation. Why are they footing the bill? With non-real-time speech-to-text processes, it takes days — if not longer — to have your data science team analyze these large volumes of data and find the specific call drivers. Meanwhile, you keep your Customer Service Department and agents in the dark. They don’t have a clue as to what to respond. And initially, the outcomes will only become available to specific management or quality teams.
If real-time analysis points out that many customers are calling about this issue, you can inform the entire workforce — including agents — regarding the flow and help them prepare for these conversations. This will allow them to create an up-to-par customer experience — even in a pickle like this. Moreover, it will benefit their personal well-being (EX employee experience).
Real-time speech-to-text analysis: don’t keep the results to yourself!
What’s important here is to share the results from real-time speech-to-text analysis with people on the work floor. More often than not, only management gets to see them. But it’s paramount that agents also ‘hear’ the customer’s voice.
And seeing is hearing. We are visual creatures. So if you notice patterns in customers’ speech, be sure to visualize them in real time. The faster agents are aware of complaints or compliments, the faster they can come up with the right response. By combining topical speech-to-text analysis and Visual Management, you’ll empower them. You won’t have to explain things to them, since you’ll provide them with at-a-glance (preferably prioritized and color-coded) information — which enables them to make independent, on-the-spot decisions!
Want to properly visualize the results from speech-to-text analysis? Please don’t hesitate to contact us. We are happy to perform a Quick Scan and discuss your Visual Management strategy.