Call Centers have been trying to gather more and more relevant data, even before ‘big data’ became a buzzword. The number one problem for call centers has always been that 100% of their customer interactions are spoken,and spoken information was difficult, if not nearly impossible to get to and analyze. The richest and most candid customer interactions were gated by the inability to accurately gather and make sense of these millions of hours of phone calls.
In the 90s this problem was solved by having humans manually enter the spoken information they heard, as text notes. Humans would literally re-listen to recorded calls, transcribe or tag the important elements, and compile their findings into a report describing the problems, improvements, etc of that call center. As technology escalated at lightening speed, call scoring evolved much slower. Today, most call centers still use humans for a large part of the process and only apply big data techniques to the text data supplied by humans. Unfortunately for those who still use human call scoring, it is very inefficient, costly, and ineffective to find what you’re actually looking for.
You’re looking for anomalies, profanity, rude agents, hot leads, appointments planned, sales made, up-sell opportunities, etc. This is the real, juicy information buried between the lines of consonants and vowels, adjectives and nouns that you’ve been trying to uncover for decades. You’re really looking for automatic transcription, for call tracking software and speech analytics.
So what are you really missing from your Call Center Scorecard? Automation.
In the world of big data, the ability to automate a time-consuming, costly process with API calls, algorithms and simultaneous processes is the Holy Grail. Unfortunately, sometimes the ole’ grail comes with a big price tag which deters most and makes these solutions only for the big elephants in the space. However with today's technology, now there are better options.
Communication API platforms, like Twilio, Tropo, and VoiceBase allow for flexibility in price, usage, and custom capabilities that counter balance the previous difficulty in implementing these revolutionary technologies.
It’s not the 90s anymore my friends. It’s time to keep up with the times. Update your human call scoring with Auto-Call Scoring and harness your Big Voice.