CRMxchange - QA Roundtable_FINAL SD version

CRMxchange - QA Roundtable_FINAL SD version

• 1.
  Easily Discover theConversations Goodbye, Traditional QA. Hello, Speech Analytics! The New Best Practice in Quality Assurance
• 2.
  Easily Discover theConversations • Manual monitoring practices: – Time intensive – Resource limited – Difficult to identify coach-worthy calls – Prohibits complete review and analysis of performance – Lacks ability to benchmark performance and measure KPIs consistently • Limited ability to document with accuracy • Inadequate and statistically invalid sample sets Challenges of Traditional Monitoring
• 3.
  Easily Discover theConversations Practices Are Changing • Contact centers are pivotal in the customer journey • Quality assurance programs need to change to meet the demands of customers today – It takes 12 positive customer experiences to make up for one negative experience – Consumers are 2x more likely to share their bad customer service experiences than they are to talk about positive experiences • Every phone call with a customer is elemental to the success of a business
• 4.
  Easily Discover theConversations Speech Analytics is Transforming QA • Speech analytics eliminates manual, time-consuming quality monitoring: – Rapid, automated drill-down to the most relevant, critical calls – Efficient discovery of every conversation – Unlimited ability to categorize calls by topics, agents, products, etc. • Transforms knowledge from a shot in the dark to a direct hit!
• 5.
  Easily Discover theConversations Impact on the Bottom Line • Small improvements in the quality of the customer experience can have enormous financial impact: – 40% say the overall customer experience is a key driver to spend more with a company – A 10% increase in customer retention levels result in a 30% increase in the value of the company – Companies that are in tune with customers' needs experience a 28% year-over-year increase in revenue
• 6.
  Easily Discover theConversations • Recent article on speech analytics applied in the insurance industry – Speech analytics revealed that once the word “ridiculous” appeared in an interaction, the customer canceled four out of five times – 80% more likely to change their insurer within three months Practical Applications for QA
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  Easily Discover theConversations Results with Speech Analytics • Other results directly related to implementing speech analytics in the healthcare segment: – 59% increase to inbound lead conversion rates – 100% compliance with TCPA regulations, and reduction in litigation risk – 90% reduction in hours to analyze conversations and identify successful script transitions and timing
• 8.
  Easily Discover theConversations Misperceptions of Speech Analytics • Introducing a new technology is too complex • Resources to manage the complex technology are limited • Capital investment in hardware and software is too high The reality and advancements made within the last few years tell a different story…
• 9.
  Easily Discover theConversations Speech Analytics Facilitates QA, CX • Redefine and expand QA programs: – Introduction of cloud-based solutions – More efficient and affordable • Cloud-based solutions are prevalent and allow more ease of use • Results are obtained within weeks of implementation vs months • Vast improvements to the customer experience and bottom line revenue
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  Easily Discover theConversations Impact of Insufficient QA Monitoring • Consider the opportunity cost of not adopting new best practices and speech analytics: It is estimated that businesses & contact centers lacking speech analytics technology fail to capture over 90% of all customer communications, leaving an enormous gap in business knowledge. • Contact center speech analytics seats grew 26.0% from July 2013 to the end of May 2014 • Estimated that the speech analytics market will grow by 20% in 2014
• 11.
  Easily Discover theConversations CallFinder’s Speech Analytics Solution • Cloud-based call recording and speech analytics solution – Affordable, flexible and scalable – No hardware or software to install • Fast audio processing – Indexes thousands of calls within minutes • One-to-one onboarding process with a specialist – From goal identification, to search creation and refining to ensure optimal results • 24 years of experience building telecom and marketing technology solutions • Providing clients with technology to improve their internal or external contact centers
• 12.
  Easily Discover theConversations Sabrina DeRose CallFinder - Account Manager 800-514-0434 [email protected] www.linkedin.com/in/sabrinaderose Let’s Connect!