Speech analytics software is a major and important investment for the contact center. Your speech analytics software should help with compliance and customer service while getting you the highest ROI possible. Avoid these mistakes when searching for new speech analytics software.
- Assuming speech analytics will do everything for you.
Speech analytics software isn’t a set-it-and-forget-it solution, no matter how smart the technology may be. The software gathers data that you then have to review, make sense of and act on in order to improve your contact center. Only then is it truly powerful; otherwise, it’s simply a data collector.
- Not taking advantage of the software’s potential.
Speech analytics software has a number of standard benefits, like agent training and quality assurance. When you purchase modern software, though, you have access to a host of other features you may not even know are there. New speech analytics software may include escalation language and objective compliance, for example.
- Choosing software with poor recording quality.
To truly reap the benefits of speech analytics software, it has to be able to record clearly and transcribe accurately. If it can’t, you won’t get a dependable analytics report. Remember, you can’t improve audio quality after a call has been recorded.
- Purchasing software for executives who don’t listen to calls.
Software brands know how to dazzle customers to get more sales. However, if contact center management isn’t currently listening to and analyzing calls, this may not change even after pricey software is purchased. It’s better to get in the habit of analyzing calls so that you know the software will actually be used (and also so you’ll have a clearer view of your needs).
- Relying on software that doesn’t account for conversational language.
Your agents have to say certain things on each call, like “thank you” when signing off. Your speech analytics software has to detect that these keywords are mentioned in each conversation. However, if your software only detects exact words instead of conversational language, a version of “thank you” will go ignored, and the agent could get marked for not following procedure, even if they did.
When buying software, identify your contact center needs, then find a solution that checks those boxes. Make sure you’re learning from your analytics, too, instead of just letting it auto-run in the background.