Speech Analytics Consultancy
Overview
Speech Analytics is proving a growing area of interest, following increasing adoption of the technology. Business Systems provides independent speech analytics consultancy and advisory services to help organisations significantly outperform in the dynamic and challenging environments in which they operate.
Do you have real actionable business insight?
Everyday your business is interacting with its customers for MANY different reasons...understanding those reasons and drivers is the key to business success. Increasing the number of positive interactions such as sales and up-sells whilst reducing negative interactions such as complaints or poor business process is an objective shared by all, the key is always where to start.
Voice of YOUR customer - If you are recording your calls you are capturing the voice of the customer already but what are you doing with it? Chances are, very little....
Business Systems have extensive experience of providing ACTIONABLE business insight and offer consultancy services designed around your specific business objectives which help extract the hidden information captured within your interactions.
Consultancy Service |
Overview of Consultancy Service |
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Snapshot/Benchmarking |
• Measure current performance of a specific objective |
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Waste Elimination |
• Identify waste on calls relating to process, agent or customer behaviours (i.e. Measure and quantify cost to business of silence on calls) |
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First Call Resolution (FCR) |
• Quantify current level of FCR. |
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Revenue Generation |
• Categorise calls that didn’t have a successful outcome and identify underlying reasons why. |
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Revenue Protection |
• Identify and quantify what attempts are being made to retain revenue / customers and what makes a successful retention discussion |
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Compliance |
• Large scale analysis of compliance centred investigations to ensure satisfactory adherence or to pinpoint specific instances of non-adherence |
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Outsourcer/3rd Party Benchmarking |
• Measure the performance of any outsourced contact centres against each other or versus an internal contact centre to ensure best practice |
Other potential areas for consultancy support:
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• FCR Improvement |
• Call Volume and AHT deflection |
