Another Way to Extract Value from the VoizTrail
Perhaps the number one concern of agencies everywhere is compliance. Many features of speech analytics applications, when employed properly, are uniquely adapted to bolster compliance efforts and dramatically reduce an agency’s exposure to disputes or liability. The first metric that agencies using our technology typically monitor is script adherence. This is especially useful for enforcing compliance efforts. The system generates reports and individual scorecards. With these reports agencies can quickly determine what percentage of the call floor is regularly engaging in compliance practices such as, getting monitoring consent or verifying the identity of the caller, and which individual agents require coaching.
Aside from script adherence, the same keyword and phrase tracking can be used to notify supervisors when risk language is being used. Monitoring keywords like “attorney” and “harassment” can tip supervisors off that a call may be becoming a liability and give them the opportunity to intervene before that happens. Additional emotional data can provide alerts for stress indicators, to reinforce what the keyword monitoring is reporting, and identify risk calls whose language may fall outside of the specified parameters.
This strategy can also be employed alongside of call redaction to automate the enforcement of PCI compliance. Key phrases such as “credit card number” are identified and used to locate sensitive consumer information, and then further parameters are set to scrub numerical data that precedes those phrases. Other options include the automatic redaction of any sensitive numerical data discovered in the call audio. Not only does automatic redaction eliminate the likelihood for human error that other processes, such as the start-stop method, may be prone to but it scrubs the information from both the call audio and transcriptions without affecting the integrity of the recording. This preserves authenticity of call records in case they need to be used in the future to settle a dispute or for other legal purposes.
Our clients who have implemented these processes have increased their compliance scores to near 100%. Additionally, the analysis results provide continuous monitoring which could not be achieved through traditional methods. This gives supervisors a way to measure agents’ compliance efforts through an unbiased and objective lens, facilitating better coaching and training sessions by supplying real-life examples and targeting specific areas for individual improvement.