3 Major Benefits of Auto Call Scoring for Cloud Contact Centers

Posted by Emily Blazensky on Apr 5, 2016 1:30:00 AM
Emily Blazensky
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Today’s contact center is not lacking for data. There are mountains of calls waiting to be mined for intelligence.Auto Call Scoring

However, the manual process of analyzing voice recordings in search of business opportunities is labor intensive and costly. And it takes lots of time — time that could be better spent exploiting newfound insights for improving business processes. Imagine the results, if spoken data could be just as easily analyzed and understood, as textual data is.


VoiceBase Predictive Insights is just such a solution.

  

With an advanced form of data mining, Predictive Insights leverages machine learning to identify patterns in voice recordings, intuit a speaker’s intent, and predict a future outcome — be it a sale, account cancellation, or one of many customized “X” signals your clients might request.

Using recorded call data, VoiceBase constructs predictive models that provide the means for automated call disposition, thus eliminating the need for costly human call scoring, and providing call center customers with actionable insights to support their sales, marketing, and CRM initiatives.

With so many opportunities to benefit from automated call scoring, we’ve outlined the top 3 for customers to get started and begin reaping the rewards.

 Auto Call Scoring

1. DETECT ACCOUNTS ABOUT TO CHURN

By training VoiceBase’s predictive models to understand the unique patterns in the last call customers made before cancelling their service. VoiceBase users can now predict when a customer is close to cancelling, and can automate business processes to prevent them from doing so. Knowing when a customer is close to cancelling allows VoiceBase users the ability to preemptively win customers back and improve current customer loyalty.

 Auto Call Scoring

2. MONITOR 100% OF AGENT SCRIPT ADHERENCE

After training the VoiceBase API with the agent’s script; keyword spotting and VoiceBase Insights will recognize lapses or miscommunication quickly and flag that call for review. When an agent fails to communicate mandatory pieces of information to the customer it is important for the manager to be alerted. Users can also train VoiceBase Insights to recognize what pertinent information sounds like and to alert a supervisor when the agent misses steps. Now you can automatically measure agents’ performance with VoiceBase’s speech-to-text API and bring call tracking software to a new level.

 Auto Call Scoring

3. DEFINE THE REAL 'VOICE OF THE CUSTOMER'

It is often said that social media is today’s surest way to hear the “Voice of the Customer.” But the fact is there’s some 3,700 times more data contained in a business’ call center recordings than there is in all social media websites and apps combined. By unlocking this treasure trove of customer insights businesses can instantly learn what customers like, want and need.

 


 

By using machine learning to recognize spoken words and combing through highly accurate text transcripts for causal relationships, VoiceBase Predictive Insights provides answers to questions that were previously unimaginable. Imagine: What if a business could automatically mine every customer call for actionable data? Are there specific words or phrases associated with a high cancellation rate or closing a sale? The potential is enormous, and, until now, only possible using costly, time-consuming, and error-prone human call scoring.

 

What will you predict with VoiceBase Insights?

 


 

Topics: call center predictive analytics