Expectations of the owner and top managers: what is required from speech analytics?

[jakariaseo]

For business owners and top managers, the key goals are to increase profits and accelerate growth . To do this, they need to qualitatively build and control sales and customer service processes. Automation of communication, increase in call conversion and improvement of the quality of work of contact center operators are the main tasks that they are trying to solve with the help of speech analytics.

Owners want to see sustainable revenue growth, expansion of the customer base and improvement of the service level. Top managers strive to optimize work processes, ensure quality control of el salvador mobile database operators' work and achieve the fulfillment of key performance indicators (KPI). The implementation of speech analytics should help in evaluating dialogues, motivating employees and ensuring that communication complies with specified standards and checklists.

The company's goals and expectations from piloting speech analytics
A mid-sized real estate company with a 50-agent contact center decided to implement a speech analytics system to automate call quality assessment and instant messaging. Their expectations included: