Industry Challenges
Call Centers
Agent Training
Advances in technology can provide call centers with new methods for improving operations. VoizTrail® Speech Analytics offers a scalable and fully customizable platform that can help to ameliorate a contact center’s biggest challenges. Whatever the issue, and whatever vertical your contact center serves (no matter how big or small), your enterprise and your return on investment will be governed by the following:
Agent Salaries & Benefits
Non-Agent Salaries & Benefits
Office & Facilities Expenses
Technology & Communication Expenses
Travel, Training & Office Supplies
Agent Cost & Productivity
Agent Salaries & Benefits
Non-Agent Salaries & Benefits
Office & Facilities Expenses
Technology & Communication Benefits
Travel, Training & Office Supplies
Without a doubt, your agents are the costliest resource on board. An agent’s average call-handling time, number of inbound/outbound calls per day, and audit scores, are some of the metrics that steer your everyday decisions.
VoizTrail® Speech Analytics not only gives you the tools needed to monitor agent performance, it provides you with a method of removing human error and standardizing the process so it’s unbiased.
VoizTrail® records call audio in two channels for separate analysis of agent and caller. The system then generates detailed reports based upon the customized standards for your business. This gives unique insights that allows you to pinpoint the strengths and weaknesses of individual agents in order to improve training where needed, which results in higher quality at a lower cost.
Customer satisfaction drops by15% every time a caller has to make repeat calls to get the same issue resolved.
Source: SQM Group
Caller Engagement
One of the greatest advantages of VoizTrail® Speech Analytics is the ability it offers contact centers to get inside the mind of their callers. The two-channel audio means you can closely analyze the caller experience alongside that of agent performance.
VoizTrail’s system tracks more than just keywords however; it provides details on the caller’s emotional state. Now supervisors have a three-dimensional impression of call interactions, giving them a more comprehensive idea of agent performance and its effects on the consumer experience. This kind of detailed analysis makes it easy to identify the caller’s difficulties and adjust to their evolving needs.
Agent Turnover
Not only is high-agent turnover costly, it’s bad for overall employee morale. One in four call centers in the U.S. have an employee turnover rate of 30% or more. One survey found that 94% of employees would stay at their current employer if they invested in their long term learning.
VoizTrail® Speech Analytics is an invaluable teaching tool. It allows organizations to identify the type of characteristics exhibited by their most successful agents to use as a teaching model for new, onboarding employees. Additionally, because speech analytics software can be customized with a predefined set of keywords and phrases, supervisors can also work more precisely with more seasoned agents that are handling difficult or high valued customers.
With VoizTrail® Speech Analytics, agents become more confident, more dedicated, motivated, willing to go the extra mile, and are less likely to leave.
National average annual turnover rate in 2020.
Percentage of yearly turnover that is voluntary.
Employees leaving within the first 90 days of employment.
Number of job openings in the U.S. as of June 2021.
