As company accountability and ‘work from home’ employees are becoming the new normal in today’s business world, many intelligent companies have been quick to implement strategic and cost effective solutions to maintain and even strengthen their customer relations. This deemed call recording and A.I Software a must have for businesses looking to survive the modern world. Our Partner’s, Dubber, have empowered us with a solution that quickly found itself leading in integrating high performance A.I technology into any business with cost effective and user-friendly solutions as well as empowering companies by enriching business intelligence.
“We have used CallN since 2017 for coaching by assisting our staff to listen to their own calls and to identify areas of success and areas of opportunity. We have also used CallN for leadership and colleague call reviews. From a leadership perspective, we like CallN for reviewing calls for complaints handling, which has assisted in obtaining better outcomes and to also gauge staff productivity by using the handset report for total calls and average times. CallN is a valuable tool for us in providing a better customer experience to our members by enhancing the quality of all call interactions.”
Rabiah Restas, Team Leader – Insurance & Retail Operations
The alternative, to the time and budget consuming task of sampling an agent’s calls, is to use a speech analytics tool to analyse all of them. This gives a greater picture of their performance without requiring managers to spend countless hours listening to every call.
By implementing speech analytics into a business strategy, managers can identify specific customer behaviours associated with positive outcomes, determine and resolve core issues by analysing problematic customer-agent interactions and develop best practice standards intended to streamline overall operations of their business.
The Benefits of Speech Analytics