Later,
The following indicators began to be us:
- Percentage of miss calls . The problem may be low motivation or heavy workload of employees.
- Number of repeat calls . May indicate cdn service practice: suggestions and inspirations processing of the application on the first call.
- Percentage of rirect requests . A marker of the skill level of first-line specialists.
- Length of conversation . A dialogue that lasts more than 12-15 minutes may mean a deviation from the topic, long pauses during mobile lead the person who address the conversation is forc to wait for an answer.
The profession of a communications specialist involves a high share of personal involvement in the business process. Therefore, the effectiveness of the entire department is assess, among other things, by the effectiveness of each employee. To do this, supervisors listen to dialogues, assess the communication skills of subordinates, knowlge of the product, mastery of sales technology, and ways out of conflict situations.
The operator’s duty is to convey information
to the client in a simple and understandable way. To do this, he must be able to maintain a conversation, identify nes, competently present the product, and resolve doubts. Therefore, first of all, it is important to monitor the work of the staff, promptly respond to emergency situations, and conduct training.
This is where the speech analytics service comes to the rescue – a tool that allows for automatic processing of 100% of calls, classifying personnel, and determining the reasons for calls. The service is bas on artificial intelligence. It recognizes speech, translates it into text, finds stop words, specific terms, sales markers, and creates a basis for a full analysis.
What will happen to call centers in the future?
Most likely, the work scheme will include chatbots and WFM systems that plan the schule, prict employee workload and personnel nes.
What will definitely affect the industry is the ne for empathy. The ability to recognize a client’s emotion, improve their condition, and provide support will become more important than quickly processing an application and working out scripts.
Against this background, employees who are able to not only provide information, but also show understanding will acquire special value. Speech analytics, a service that recognizes emotions with an accuracy of up to 70%, will help identify and support such employees.