Empower
Frontline Workers
Agent Training
VoizTrail® Speech Analytics processes audio in two separate channels, one for the agent and one for the consumer / patient, so analysis can dial in on both perspectives offering the highest level of emotional intelligence.
Aside from the advantage of providing agents with better training, this provides your supervisors with the data necessary for targeted mentoring. They are provided with insight into not just the weaknesses of individual agents that need improvement but also their strengths that can be exploited.
Agent Performance
Without a doubt, your agents are the costliest resource on board, yet the goal of any business is to provide the best service quality at the lowest possible cost.
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.
Remote Agents
One of the biggest concerns for employers when it comes to remote workers is oversight. 62% of employees, aged 22-65 years of age work from home, at least occasionally. Speech analytics provides a way to monitor 100% of phone activity without the necessity of manual auditing. Not only can you keep a close eye on your employees’ engagement levels, but performance can be tracked and graded with personalized scorecards that allow you to rate the most important aspects of your agents’ conversations, from attitude to compliance.
Speech Analytics — Not Just for Call Centers
Originally, speech analytics was created for call-center agents; however, any employee considered a front-line worker (collection agents, sales, marketing, healthcare billing and intake staff) can and should be monitored for compliance to both industry regulations as well as your organization’s own internal policies.
VoizTrail’s Speech Analytics capabilities allow you to easily keep track of both your in-house and remote workforce’s overall efficiency and productivity.
Employees less likely to leave an employer if they could work remotely.
Employees less likely to leave an employer if they could work remotely.
