Easily Discover the Conversations

Using Speech Analytics to Access & Structure Voice of Customer Data:

Avoid inefficient call monitoring | Alleviate inadequate call handling

Easily Discover the Conversations

Voices in the Contact Center Today

• Contact centers are on the frontline of the customer journey

• Hub of many critical data points− customer data, product data

• Much of the data is structured and quantifiable

− call metrics, handle times, abandon rates

• The true “voice” of customers is complex and NOT structured

Easily Discover the Conversations

Speech Analytics to Access VoC

• This technology sorts hundreds of phone calls and thousands of hours of conversations in just minutes.

• Speech analytics brings order to chaos!− Capture intel to inform strategic decisions

− Gain insights to support communication

Easily Discover the Conversations

CASE: Enrollment DeclineDiscover language used by agents that was causing confusion.

Actionable Results:1.Used VoC data to improve call handling processes.

2.Discovered root cause of program decline.

3.Gained control of admission procedures and agent representation.

4.Cut 50% of time spent listening and monitoring calls.

…tell me more about your surgical program

…thanks for holding, we don’t have a program like that here...

I will have to ask my director…

Easily Discover the Conversations

CASE: Low Sales ConversionsGain understanding for why callers were not booking appointments.

Measureable Results:1.Increased sales conversions by 59%.

2.Achieved 100% agent compliance with TCPA regulations.

3.Reduced manual monitoring resources by 90%.

Sorry, I can’t give you a price…

I can’t calculate the cost right now…

Easily Discover the Conversations

CASE: Uncovering Market TrendsRealized opportunity for new offering and where to focus marketing efforts.

Actionable Results:1.Gained data necessary to justify changes to the marketing strategy.

2.Leveraged unstructured VoC intelligence.– Packaged multiple procedures to market to patient needs

3.Scheduled more appointments, and increased revenue.

Can I get both procedures done at the same time?

What is the cost for multiple procedures?

Can it be completed the

same day?

Easily Discover the Conversations

Applications for Success

• Speech analytics can be applied to many areas of business:

− Script compliance

− Business process analysis

− Performance management

− Workforce training

− Sales & marketing effectiveness

− Customer experience monitoring

− Quality assurance measurement

− Risk mitigation & dispute resolution

• Define and plan measurable goals.• Convert insights into action!

Easily Discover the Conversations

• Analyze for strategic change, improve efficiency, and profits.

• Leveraging data contained in voice conversations will lead to a healthier bottom line:

− Companies that are taking the time to understand the customer journey experience a 28% year over year increase in revenue.

− Even a 10% increase in customer retention levels can result in a 30% increase in the value of a company.

Sources: Oracle Report: Why Customer Satisfaction is No Longer Enough; Bain & Co.

Impact on the Bottom Line

Easily Discover the Conversations

Why Work With CallFinder?

• 25 years in telecom; routing, recording and processing calls.

• Cloud-based call recording and speech analytics solution.

− No IT involvement, no hardware or software installation

− Affordable, flexible, and scalable

• Fast audio processing technology.

− Phonetic indexing technology for precision; Indexes thousands of calls within minutes

• One-to-one onboarding process with a specialist to identify goals and scope of need.

Easily Discover the Conversations

Sabrina DeRoseCallFinder Account Manager

1-800-514-0434

sderose@mycallfinder.com

linkedin.com/in/sabrinaderose

Let’s Connect!