Beyond Call Recording

Analyzing business calls to find the “voice” of customers is becoming standard business practice among companies of all sizes and industries, and within contact centers. More and more, simply recording calls and monitoring a sample with a goal toward “quality assurance” is becoming an inadequate process in the face of the growing trend to respond to the dynamic and fluid wants and needs of a business’ customer base.  Business owners and managers are realizing that the conversations taking place every day between their employees and customers hold much more valuable information than previously understood, and which traditional call recording alone cannot provide.

In this age where ‘Customer Satisfaction is King’, it has become necessary for businesses to go beyond simple call recording solutions and commit to implementing more robust recording solutions that include an audio mining component—in order to gain a full scope of true quality assurance. Along with ensuring quality, a complete recording and audio mining solution, also known as speech analytics, provides businesses with the latest technology to capture and analyze conversations with their customers, allowing them to improve employee training programs, monitor compliance, and capture business intelligence, with the goal of taking the customer relationship full circle to improve the customer experience and close knowledge gaps.

Technology advancements in the field of speech analytics, have grown tremendously over the last decade, providing companies with an enormous opportunity to leverage the content of their business calls to improve operations within many different departments including customer service, sales, marketing, operations, and compliance. A speech analytics solution scans thousands of phone conversations in a systematic way, so that actionable trends begin to emerge, ultimately transforming unstructured, unleveraged data into insights that can then be readily examined at numerous levels of the corporate infrastructure.

This new ability to efficiently access the in-depth business intelligence contained within these daily conversations provides companies a new avenue to gain direct insight into the customers’ experiences, their satisfaction levels, purchase patterns, loyalty, etc. Businesses can then in turn use this information to develop future products, services, and strategies with the overall goal of increasing revenues.  For more information on this topic, read the Callfinder white paper Beyond Call Recording and Quality Assurance.


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