Speech analytics 'growing in popularity' among call centres

Date: 28/11/2011

Many enterprises could be looking to complement their revenue share numbers with speech analytics solutions in their contact centres, new figures suggest.

Conducted by ContactBabel, new research has revealed there could be an increase in use of this technology.

Businesses think the penetration rate for speech analytics will jump from 14 per cent to 26 per cent over the next year.

Author of the report Steve Morrell said the solution is beneficial as it provides "a new way of looking at customer contact".

This enables companies to build up a better picture of their consumers and why they are calling, instead of simply processing enquires as quickly as possible.

"Speech analytics can be used for agent compliance, quality monitoring, customer and competitor insight and business process optimisation," he added.

Earlier this month, Jack Walker of Connect suggested call divert or rerouting services can be a useful purchase as they allow firms to give clients a professional response at all times, thus boosting customer opinion of the business.