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Offshore Call Center Services Uses Speech Analytics to Improve Customer Journey
Offshore call center services are often called IT-enabled BPO services. Aptly named as this industry uses various innovations and technology to deliver excellent services to businesses worldwide.
For an outsourced call center services, this could mean use of technologies such as AI or in this case speech analytics. These kinds of innovations are used to focus on customer journey’s improvement. This is to ease your customer’s frustrations. While at the same time deliver effective customer support.
How Offshore Call Center Services Use Speech Analytics?
From a business’ point of view, customer retention and ROI is the ultimate goal to keep it running. This is only possible when you can provide your customers a seamless integrated sales and experience.
Cost-saving is one of the many advantages of outsourcing customer service. But aside from that, it provides your business the ability to get multi-channel or omnichannel customer support.
Artificial Intelligence (AI) and use of speech analytics makes offshore call center services an excellent choice for that ultimate goal. When it comes to customer journey, speech analytics has become an indispensable tool in order to provide seamless CX from start to finish.
To illustrate, a customer’s journey starts from first contact, service or product delivery, to follow up or support. This may sound too linear and somewhat disagree with the idea of customer retention and repeat purchases from each loyal customer.
This is where speech analytics comes in. Together with other data analytics that goes perfectly with multi channel and omnichannel contact support.
For offshore call center services, speech analytics is a tool to understand the following:
- Voice interactions converted to text
- Emails
- Click to chat
- Social media
- CRM notes
It also mines and analyzes audio data to identify the following in the customer’s voice:
- Emotion
- Tone
- Stress
Also contextual information like:
- Reasons for the call
- Satisfaction
- Service or product mentioned
These results in key findings such as:
- Reasons why customer cancelled or bought the product or service
- What interaction or conversation led to that
Identifying these key trends through the help of speech analytics improve customer retention, lower churn rate, and increase ROI.
How does speech analytics improve each stage of the customer journey?
Speech analytics is a tool that statistically analyzes and recognizes call center transcripts to identify verbal patterns. Patterns that associate with key outcomes, both the successful sale conversion and cart abandonment.
Here, we break them down how this tool helps and improves each stage.
| Point of Customer Journey | Where Speech Analytics Come In |
| First Contact | To get each interaction right from the start is a key step in order to ensure a pleasant customer journey.
Speech analytics improve this stage by identifying key phrases, words, or sentiments scattered across touchpoints the customer used. This tool aggregates these and recognizes patterns in order to identify why a customer pushed through with the purchase or did the opposite. At the same time, it enhances the use of self-service channels. The goal is to reduce the number of times customers reach your customer support especially when they are still in the research stage. IVRs, self-service tools, mobile apps, and community forums are one of the cost-effective ways to do so. If customers do want to talk to a live agent, speech analytics has delivered the right and appropriate information to the agent. This way, the live agents already know what spiel to deliver to encourage the customer to push through with your desired goal, to make a sale. At the same time, if the return is negative, the live agents have the information to ease up the frustration and again have another try to make a sale. Upselling and cross-selling also becomes effective through the use of speech analytics. As information comes in handy, live agents now have the opportunity to draw another favorable response from your customer. |
| Delivery | This is beyond delivering the services and products but a seamless CX itself.
Speech analytics enhances this stage by connecting the dots of each touch point. Customers tend to channel hop. Yet at the same time they do not want to start from the beginning whenever they change the medium to reach your business. Each data and step taken is accounted for and thus creates a consistent customer engagement across channels. This can also predict customer behavior and empowers live agents to offer the next best actions. Also to deliver effective and efficient engagements. This tool derives deep behavioral analysis, identifies at-risk customers, root cause analysis, and self-service abandonment. |
| Follow Up | Increase of each customer’s lifetime value is the key to a stable ROI. The goal is to treat customer journeys as a continuous cycle.
This means to have the ability to attract new customers while nurturing the existing ones. Speech analytics encourage focus on follow up and after-sale services. This tool identifies outliers like effective words or keyphrases that result in a sale or the opposite. Live agents may now use positive keyphrases to make a successful conversion. All the while, identify words or keyphrases that are sale detractors. Either minimize or eliminate usage of such. This also enables smart match up of customers and live agents for an effective conversation and conversion. This also helps in direct feedback solicitation. Armed with key information, live agents can provide relevant engagement with context not just a generic survey. This provides your customers that sense of importance and that their feedback matters to your business. |
Advantages of Outsourcing Customer Service that Uses Speech Analytics
Speech analytics is all about understanding the customer’s needs, pain points, expectations, and demands. You can expect most premier offshore call center services and offshore telemarketing companies integrate this tool into their operations.
This tool helps improve the service delivery of your outsourcing partner but it also gives you competitive advantages. These are the following:
1. Customer Churn Reduction
Speech analytics uncovers important information like customer’s dissatisfaction and how live agents handle such issues. At the same time, it provides insights which agents or what positive regard converts into a sale.
To illustrate, if a customer utter words or keyphrases associated with order cancellation, agents can offer solutions related to loyalty.
This helps your business to identify which channel is most likely to turn a sale and which needs improvement. Also using this key information, you can create programs and realign your marketing strategies to keep your customers.
This will also help your business to identify the major factors that drive repeat calls and take steps to reduce them.
2. Reduce Bottlenecks and Fine Tune Operation
Use of speech analysis gives your business which key areas need improvements outside the call center service. Through this tool, you can identify process inefficiencies and correct them.
In addition to that, what part of the buying cycle is a bottleneck or the source of frustration for your customers. This way you can improve on specific operational areas and therefore reduce that pain points for your customers
3. Ensure Compliance and Contact Quality
Speech analytics provides all inclusive call monitoring. This way, you can identify if live agents are following scripts or often stray away. You can also identify if scripts are limiting live agents to answer common queries.
Also it gives you the opportunity if your FAQs indeed answers your customers common questions or not. This way, you can revise and adjust them accordingly to suit your customer’s needs.
4. Accelerate Sales and Increase Revenue
This tool enables you to identify best sales practices and capitalize on them. Pinpoint best and worst selling behaviors. This also helps with effective practices when it comes to upselling and cross selling techniques.
Through this, you can adjust marketing messaging that is relatable to your customers hence increasing brand loyalty and brand promotions.
5. Reduction on Operational Cost and Drives Efficiency
Other than the overall cost-saving of outsourcing, speech analytics further drives down offshore call center pricing. As this effective tool can affect and reduce Average Handling Time (AHT), silence time, holds and transfers.
Speech analytics key report helps you identify and investigate what triggers long or short AHTs. This helps identify salient issues and disparities that you can either reduce or eliminate to drive call efficiency.
Looking for A Premier Offshore Call Center Services Provider?
Magellan Solutions is here for you. Our 18 years in the industry assures you we only provide top quality customer support services. We integrate innovations like AI and speech analytics to maintain our service quality.
Also, we focus on data and information security in order to preserve your customer’s information while we deliver excellent customer services. Our proof is our ISO 27001-certification, GDPR and HIPAA-compliance.
Let us help you enhance your customer journey, increase ROI, and improve your customer retention ability. Partner with us and gain your desired results.
Contact us today and let our Business Development Managers help you create solutions that fit your needs. Fill up the form below!
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