Ideas for using speech search
Overview
This article provides some ideas and use cases for the Verba speech search feature. Most used scenarios all revolve around finding certain topics in a particular conversation and identifying sentiments on either party.
Search is a great tool for quality assurance and enables e.g. contact center supervisors to quickly find key points in conversations and provide feedback to agents. Enabling Auto Search for frequently used phrases with greatly increase the speed of searches for those phrases.
Examples of speech search in quality assurance and compliance
The ideas presented here are just the tip of the iceberg. Speech search and analytics requires an ongoing refinement process. The effective techniques are heavily dependent on your field of business.
The following categories represent just a few of the countless scenarios, where your business can benefit from the Verba Recording System with Quality Management and Speech Analytics.
Agent evaluations
You can use Verba speech analytics to support your contact center agent evaluation process.
Proper greetings
Checking if agents properly greeting your customers:
Compliance message
You might want to check if your agents properly inform the customer about recording:
Verify if your agents are following legal compliance guidelines:
Inappropriate phrases
Spot rude or inappropriate language quickly and efficiently.
Agent insecurities
Certain phrases point to situations where the agent needs more training or better processes:
Voice of Customer
Customer satisfaction
Collect and auto-search phrases that indicate satisfaction and dissatisfaction with your services, like:
Campaign responses
Your ongoing marketing campaigns will change communication patterns of your customers:
Using this technique your marketing team can get qualitative feedback about campaigns.
Competitors’ names
You can learn a lot by listening to what your customers have to say about your competition. If those names are too short, try to put them into relevant phrases that provide good context for the recognizer.
Money back policies
If you want to investigate your money back policies in action, try to create saved searches for:
Sales Performance
Opportunities for up-selling and cross-selling
Find opportunities by searching for customer needs:
Identify buying signals
Search for buying signals and train agents when opportunities are missed:
Sales delivery
Evaluate how your sales team talks to customers and listen to responses.
Identify typical phrases from your companies pitch and focus on reactions after the pitch is delivered.
You can use Saved Searches in Verba, to easily create reusable queries that focus on multiple phrases. In Q3 2014 we will release functionality that allows you to create and use categories (like Money Back Policy in the example above), that will automatically classify calls based on your phrases and rules.