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Speech Analytics

Speech analytics from the German cloud

In use at mobile.de

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Speech analytics in the contact centre

Originally, we know language analysis from linguistics, philosophy or psychology. In these areas, the focus is on the means of language used, the style of language, statements or the personality of the speaker.

This is exactly what the use of a speech analytics solution in the call centre is about. Whether in writing via chat and e-mail or verbally in communication with an employee or a voicebot, language is essential for our communication.

And so it is important to find the right words. Of course, greetings or conversation guidelines should be followed, but it is much more important to adhere to the legal regulations, to obtain opt-ins and to make the sale on the phone "safe".

Speech analytics in the contact centre

Originally, we know language analysis from linguistics, philosophy or psychology. In these areas, the focus is on the means of language used, the style of language, statements or the personality of the speaker.

This is exactly what the use of a speech analytics solution in the call centre is about. Whether in writing via chat and e-mail or verbally in communication with an employee or a voicebot, language is essential for our communication.

And so it is important to find the right words. Of course, greetings or conversation guidelines should be followed, but it is much more important to adhere to the legal regulations, to obtain opt-ins and to make the sale on the phone "safe".

Through speech analytics

Achieving excellence

Good call centre agents avoid pauses in conversations, as they can unsettle callers and give them the feeling of incompetence. Reasons for pauses in conversations, such as insecurity of employees, lack of or slow system access or sub-optimal provision of knowledge can be found out with an analytics tool.

And who is not bothered by the exact opposite of this, namely when the interlocutors are constantly interrupting each other? Here, too, speech analytics is a valuable tool and automatically detects the interruption rate.

In short: speech analytics helps companies and their employees to achieve top performance in customer service and sales. Speech analytics software in the call centre saves resources in the short term and thus, of course, quickly achieves a return on investment.

Achieving excellence

Good call centre agents avoid pauses in conversations, as they can unsettle callers and give them the feeling of incompetence. Reasons for pauses in conversations, such as insecurity of employees, lack of or slow system access or sub-optimal provision of knowledge can be found out with an analytics tool.

And who is not bothered by the exact opposite of this, namely when the interlocutors are constantly interrupting each other? Here, too, speech analytics is a valuable tool and automatically detects the interruption rate.

In short: speech analytics helps companies and their employees to achieve top performance in customer service and sales. Speech analytics software in the call centre saves resources in the short term and thus, of course, quickly achieves a return on investment.

More benefits

CUSTOMER VOICE

"By using VIER, we can check the quality of almost all telephone calls: With VIER, the checking rate increased from 3% to 95% with the same amount of personnel!" Matthias Schmidt, Head of Sales SME & Strategic Partner mobile.de GmbH

Read our Case Study

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