How Speech Analytics Impacts Sales
During calls, customers often express wishes, make suggestions for improving a product or service. Due to insufficient motivation, operators in the wave of digital transformation record them. Automatic speech analytics calculates all such requests by keywords, combines them into one group and allows for analysis in a few minutes – management sees in which direction to work, how to increase the average bill.
Integrating a telephone system and CRM with Speech analytics helps call centers work more efficiently. Having receiv a signal and listen to the recordings, it is mobile lead to identify weak points: interruptions, too long pauses, impolite treatment, ignorance of service conditions. A
useful function is collecting real recordings of unsuccessful and exemplary negotiations. The collection can be us for staff training: examples directly relat to the place of work and the current product are perceiv better than those taken from outside.
In sales departments, the service is us to compile statistics in several categories:
- Knowlge of the product, expressive presentation of its advantages.
- Percentage of calls where additional items were offer.
- The number of posts where the manager talk about promotions, bonuses, discounts.
- Conflicts and their causes.
- The ratio of dialogues ending in a deal and customer refusal.
- Other categories specifi by a specific customer bas on their own nes.
Having receiv such statistics, the manager draws conclusions. For example, conducts product training or practices behavior in conflict situations, changes the motivation system – supplements it with bonuses for successful dialogues and practicing specifi scripts.
Some managers, after integrating the automatic service, change the very principle of distributing incoming calls by phone – they set up call forwarding to managers demonstrating a high call-to-deal conversion. This may apply to most calls or only to individual numbers – those belonging to VIP clients, large organizations, strategically valuable partners.
An important point is the ability to
evaluate the effectiveness of advertising channels using integration. Having divid leads into spam, target and non-target calls using the system, it is easy to understand where the cheating takes place, which channel provides the highest conversion, and which ones should be abandon. As a result, the advertising budget is ristribut, and the number of successful deals and sales volume increase.
Integration with PBX and CRM, connection of all numbers is perform by the IMOT.IO team. Then the test period begins – for two weeks, tags, reports, notifications are configur, a profile dictionary is form.
In conversations, clients often use slang words and expressions that are not in the dictionary – only a person who knows the specifics of the direction can select them. Tags that will be us to mark calls are also select by company employees – managers or supervisors. Therefore, at the first stages, work on integrating the system and setting it up is carri out jointly.
Immiately after installation, the service allows you to:
- read dialogues;
- listen to recordings at different spes, rewind, selectively “fall through” to places of interest;
- sort conversations by keywords;
- view text transcripts sort by product categories;
- group requests according to their reasons;
- keep statistics on successful and unsuccessful objection handling;
- track the dynamics of events over time – build line graphs, diagrams.
After the trial period, all functions for adding new numbers, words and tags remain available. You can also change the reporting criteria, deadlines and addresses for sending notifications.
The cost of using IMOT.IO depends on the volume of process audio recordings. The rule here is: the more minutes you buy at one time, the cheaper the cost of one.
We have more than 30 multi-profile solutions, ready-made dictionaries and checklists, a collection of real successful calls taken from practice for staff training. Immiately after integration, we will run the calls through the system and highlight notifications from which you can choose the most important ones for monitoring.
We will support your employees – we will teach them how to work with the system, introduce the interface and its capabilities, help create reports on key indicators.
Our desktop application can handle the transcription of Skype, Zoom, Google Meet, Teams video files, forming an audio recording in two-channel mode. Such a recording is suitable for using the speech analytics service, relevant even for free accounts. For comparison: standard MacOs and Windows tools can only create a single mono file. It is impossible to understand who spoke and when in such a file.
A call center is an intermiary
A call center can be an independent organization or a division of a company that is responsible for communication with consumers by phone. Ordinary specialists of the organization are call operators. They process incoming calls, make outgoing calls: conduct surveys and votes, inform consumers about the product, and provide technical support.
Work scheme:
- The head of an organization or department defines the goals and objectives of the work, makes plans, and creates a motivation system for employees.
- Supervisors are responsible for the work of individual groups: they create schules, monitor the quality of communication and KPI fulfillment, and distribute the workload.
- Operators communicate with clients following regulations and scripts.