So, you’ve decided to take the plunge and invest in a speech analytics solution? First off, congratulations! You’re one step closer to improving your customers’ experience and giving your agents a much-needed break.
But what’s that? You’re not sure which platform to pick?
Don’t worry, friend. We’ve got you covered. We’ve compiled a list of seven questions to help you find that needle in the haystack you’ve been searching for.
But first, a little review.
What is Speech Analytics, and Why Is It So Important?
Speech analytics is the automatic analysis of recorded conversations between customers and your agents. This technology uses advanced, AI-driven algorithms to transcribe, categorize, and analyze each word that’s spoken. And it can uncover all kinds of valuable insights, like:
- How customers truly feel about you and your brand
- Common issues they might be having with a specific department or process
- What competitors they’ve been looking at
- Which clients are ripe for the upsell or cross-sell
Think of it as a way to peek into your customers’ minds so you can understand their needs and fine-tune your offerings accordingly. Pretty cool, right?
7 Questions to Ask to Find the Right Speech Analytics Solution
Now that we’ve covered what it is and why it’s important, let’s get down to business (pun absolutely intended). When you’re trying to find the perfect speech analytics solution, there are a few questions you’ll want to ask:
1. Is its performance consistent and accurate?
An unreliable speech analytics solution is about as useful as an inverted umbrella in monsoon season. Make sure your solution provides spot-on transcriptions and analyses right from the start. Look for one that can handle different accents, speech quirks, and languages with ease.
2. Does it offer advanced analytics?
While basic transcription is excellent, you’re going to want more bang for your buck. Prioritize solutions that offer features like:
- Sentiment Analysis: Intelligent algorithms that tell you if your customer is expressing positive, negative, or neutral sentiments in conversation.
- Emotion Detection: Like sentiment analysis but capable of understanding deeper and more nuanced emotions like sarcasm or gratitude.
- Keyword Spotting: A program that lets you make a list of keywords relevant to your company (like \”dropped calls” or “poor reception”) and flags conversations where those keywords are mentioned.
These bells and whistles will help you respond correctly to every customer and quickly identify any areas of improvement.
3. Was it designed with all types of users in mind?
Your agents won\’t use a platform that’s not easy to understand or use. Look for a solution with a portal that is user-friendly and easy for your grandmother to navigate. Bonus points if it comes with a helpful resource library or even video tutorials. That will help reduce the agent learning curve even further.
4. Can you build custom workflows quickly and easily?
Your speech analytics platform should be able to flex and fit your specific workflows and processes. After all, the needs of a mom-and-pop bakery chain are going to be completely different from a national plumbing company.
One uses speech analytics to gauge customer reactions to their seasonal donut flavors. And the other uses it to track the effectiveness of their plumbing repairs.
Two different companies, two different needs. And one speech analytics solution can help them both, but only if it’s flexible.
5. Does it play well with your existing systems?
If not, that\’s an automatic no. Your platform needs conversations to analyze and that can’t happen if it\’s not connected to your phone system. Your new platform should plug into your existing systems, whether it’s CRM software or a contact center platform.
And it needs to be scalable, too. That way, you can handle more and more customer interactions as you grow. After all, no one wants to completely overhaul a system every two to three years. Spare yourself the headache.
6. Is it secure and compliant with all the necessary rules and regulations?
It goes without saying that you need to keep all your customer conversations under lock and key. Be sure that your solution is up to the latest security standards and complies with all relevant regulations (GDPR, HIPAA, etc.).
7. Does the provider have hands-on support and a sterling reputation in the industry?
You’re not just getting a great product when you pick a speech analytics solution. You’re entering into a committed (business) relationship. You want a vendor who\’s got your back. Before committing, be sure your vendor has responsive support channels and a solid track record of offering the best services and doing the most for their customers.
(Spoiler alert: we’re that provider).
“The people at Vaspian are honest, dependable, and always there when you need them. The folks at Vaspian take the time to get to know you and your business and work hard to satisfy your communication needs.” Lumsden & McCormick | G. Scott Murray, Firm Administrator
Want to Make the Right Choice? Choose Vaspian.
Our speech analytics solution can help you read between the lines and deliver brain-rattling levels of personalization and care to your customers. Our platform has everything from a secure library of call data to our case-specific scorecards. Want to see it for yourself? Reach out to schedule a demonstration or just shoot the breeze. Our team is standing by and ready to chat.