4 Ways Speech Analytics Prevents Employee Churn in the Contact Center
Despite 71% of executives agreeing that employee engagement is critical to their company’s success, a staggering 85% of employees are not engaged. Too many companies are missing the mark when developing an employee engagement strategy, which is resulting in underperforming employees, poor retention, decreased sales, and more. The time to take a proactive approach to employee engagement is now, and leading companies are turning to technology for assistance.
The contact center is one industry that has long felt the impact of constant employee turnover. The annual turnover rate of 45% is more than double the average for all U.S. occupations. Successful brands are overcoming this challenge in the contact center with speech analytics to convert from legacy performance measures to a more straightforward, more meaningful practice: listening.
What started as a means to identify customer pain points and trends has become a powerful tool for employees and managers alike by delivering a holistic interpretation of engagement and sentiment at each stage of the employee lifecycle. Here’s how:
1. Streamlines the Hiring Process
First thing’s first, not everyone is cut out to be a call center agent. The competence required to do the job is evolving in parallel with customer experience (CX). Making sure candidates are the right fit is critical, as hiring and onboarding cost U.S. businesses over $5,000 per employee. Speech analytics not only expedites the process, but it can also make sure you get it right by identifying the most promising prospects through their reaction to potential contact center scenarios. Regardless of the candidate’s knowledge about the product or company itself, the technology can identify how successful they’ll be by their responses by identifying empathy, listening, and general verbal communication skills.
2. Improves Onboarding and Training
Every contact center manager is challenged to rapidly ramp up new hires. With analytics, organizations can identify the precise characteristics exhibited by their most successful agents to use as a teaching model. Instead of having new agents listen in on random calls, companies can use the technology to highlight and teach the best strategies to onboarding talent.