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A complete guide to call center analytics: II

1. IVR analytics

IVR analytics is a highly effective end-to-end call assessment solution that is a part of customer experience strategy. As a matter of fact, the customers who are greeted by linear thinking IVR systems instead of human voices already assume that their self-service experience is going to be less than favorable. Conducting IVR data analysis helps produce valuable insights that answer many important questions. With insights to these questions, organizations can improve their IVR systems, make them more clear, efficient and user-friendly in responding to callers. Thus, IVR analytics contributes to the success and profitability of companies of all sizes by helping to reduce costs, increase and enhance self-service options, improve first contact resolution, and boost customer satisfaction by providing an exceptional customer experience.

IVR analytics
IVR analytics

2. Predictive analytics:

Predictive analytics consists of a number of statistical techniques from predictive modeling, machine learning, and data mining that analyze current and historical facts to make predictions about future or otherwise unknown events. Using in-depth review of past performance in call volume, service level, handle time, and customer satisfaction, the predictive analysis makes it possible to apply past solutions to upcoming problems. This information can also be used in training to boost call agent effectiveness and enhance the customer experience. Predictive analytics help organizations determine which operational changes would be the most effective at improving the call center’s overall performance. As an added bonus, it also reduces handle time and operational costs by providing more effective communication.

Predictive analytics
Predictive analytics

3. Call center desktop analytics: 

Call center desktop analytics enables companies to capture inefficiencies, improve security, and explore potential coaching opportunities for phone agents. By viewing the phone agent’s activity during the call and capturing all activity on the agent’s desktop, a company can ensure that the agent is using their systems most effectively, and that the systems themselves are functioning properly. Using comprehensive desktop analytics, an analyst can find and remove redundant tasks that increase call handle time and frustrate both agents and customers alike. This would further help in providing exceptional customer service.

Desktop analytics
Desktop analytics
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All you need to know about automatic speech recognition

Automatic speech recognition, also known as speech recognition is the inter-disciplinary sub-field of computational linguistics that develops methodologies and technologies that enables the recognition and translation of spoken language into text by computers. This technology is known by various names such as computer speech recognition or speech to text (STT). Automatic speech recognition can further be defined as the independent, computer‐driven transcription of spoken language into readable text in real time.  In other words, ASR is a technology that allows a computer to identify the words that a person speaks into a microphone or telephone and converts it to written text.

Automatic speech recognition
Automatic speech recognition

The ultimate goal of ASR research is to allow a computer to recognize all words that are intelligibly spoken by any person, with 100% accuracy, in real time. Moreover, this recognition is independent of vocabulary size, noise, speaker characteristics or accent.  Commercially available ASR systems usually require only a short period of speaker training and may successfully capture continuous speech with a large vocabulary at normal pace with a very high accuracy.

Speech recognition
Speech recognition

The entire process that takes place in an automatic speech recognition is described below:

i) The process begins when a speaker actually speaks a sentence.

ii) The software then produces a speech wave form, which embodies the words of the sentence along with all the extraneous sounds and pauses in the spoken input.

iii) Next, the software converts the speech signal into a sequence of vectors which are measured throughout the duration of the speech signal.

v) Lastly, using a syntactic decoder it generates a valid sequence of representations.

Working of ASR technology
Working of ASR technology

Being an amazing and highly efficacious technology, automatic speech recognition offers various benefits. Some of those benefits include:

i) Accessibility for the deaf and hard of hearing

ii) Cost reduction through automation

iii) Searchable text capability

 

 

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Essentials and applications of IVR technology

IVR stands for Interactive Voice Response. It refers to a technology that allows a computer to interact with humans through the use of voice and DTMF ( dual- tone multi frequency) tones input via keypad. IVR technology is also employed in telecommunication systems where it allows customers to interact with a company’s host system through a telephone keypad or by speech recognition, after which services can be inquired about through the IVR dialogue. IVR systems can respond with prerecorded or dynamically generated audio. This directs the users on how to proceed further. A single large IVR system has the ability to handle calls for thousands of applications, each with its own phone numbers and script.

IVR technology
IVR technology

IVR and voice automation allows callers’ queries to be resolved without the need for queuing and incurring the cost of a live agent. IVR systems are employed for the following reasons:

i) to service high call volumes

ii) reduce cost

iii) improve the customer experience

Improved customer experience
Improved customer experience

In situations where callers do not find the information they require or need further assistance, the calls are often transferred to an agent. This allows agents have more time to deal with complex interactions, hence, improving the system’s efficiency. Dialled number identification service (DNIS) ensures the execution of correct application and language when an IVR system answers multiple phone numbers.

IVR system
IVR system

There are a number of fields where IVR systems find their applications. Some of them are as follows:

i) IVR systems are used in call centers to identify and segment callers. This allows the services to be tailored according to the customer profile.

ii) IVR systems are employed by banking institutions for customer engagement and to extend business hours to a 24/7 operation.

iii) Pharmaceutical companies leverage these systems to conduct clinical trials and manage the large volumes of data generated. In addition to this, they are also used for patient randomization, drug supply management and for recording patient diaries and questionnaires

IVR for banking institutions
IVR for banking institutions