Callbi & Dimension Data presents managed speech analytics

Often, in business, excessive focus is placed on expanding your customer base but the art and power of customer retention is forgotten. Customer retention grows and develops your customer’s lifetime value. For this reason, gathering data from customer acquisition and retention is invaluable.?

What is the role of analytics in the improvement of customer experience?

Customer experience highly influences customer retention and has been identified as a differentiator that is driving digital transformation. Using customer experience analytics to magnify customer experience:?

• facilitates customer trust and loyalty
• decreases costs to the business
• improves profits by increased revenue?
• promotes enhanced employee experience

Managed service analytics?

Companies should not underestimate the value of the information hidden in their customer interactions. Interestingly, for the past five years enhanced data from customer experience analytics has been voted the top factor in reshaping customer experience. This raises the question: why isn’t everyone using customer experience analytics?

The most common barriers to entry of uptaking analytics are typically the expenses of the analytics platform and the internal skills available to run interaction analytics. We offer managed service analytics (MAS) to businesses to overcome these barriers.?

What are managed analytics services?

Callbi has developed speech analytics for enterprises and SMEs that want to better understand their customer while strategically utilising data gathered from customer interactions to ultimately drive decisions based on empirical data. The process is as follows:

• Step 1: Customer calls are exported and analysed via an analytics platform that process the recorded conversations and then transcribes the recordings into searchable text.
• Step 2: Based on the data collected from these transcriptions, we can analyse your call centre’s role in customer experience. Your MAS analyst can then help you drive insights from your customer interactions to improve the process, compliance and ultimately customer experience.?
• Step 3: MAS can measure the output against the agreed areas of focus which can be presented as a daily report or dashboard.

Call centre analytics

Our MAS offers analytics in four of South Africa’s eleven official languages which include English, Zulu, Sotho, and Afrikaans. Analysts use voice analytics and call insights to help you establish or disprove and measure daily challenges inherent to the call centre environment by creating hypotheses against which your interactions can be tested. This can be used to evolve customer experience strategies.

Call insights

Extracted value from interactions between you and your business can be translated directly into improved interactions as a result of converting structured customer data to structured. With this data, your business is empowered to drive strategic decisions backed by empirical data.?

Placing it into perspective

Let's use an example to illustrate: If speech analytics-configured call insights disclosed to you that 50% of call-volume covers the specific product or issue, it will enable you to tweak the strategy of your planning of resources and train your agents accordingly to enhance customer experience. This will ultimately improve customer retention based on the customers’ needs.

Customer experience analytics

Our managed analytics service approach is built on a robust methodology to ensure that value emerges from customer interactions. Our MAS offers fully integrated digitally designed solutions for multiple products and platforms which include:

• implementation and support services
• equipping of underlying analytics technologies with flexible commercial deployment models via cloud computing or on-premise?
• powerful methodologies that are affected across multiple platforms
• strategic consulting to ensure the best platform that fits your business needs

Advantages for business:

• accept or disprove hypothesis regards business challenges
• measure the impact of specific business challenges
• gather insights on the relationship dynamics between customer and agent behaviour?
• increased collections and sales scripts?
• improved compliance and reach for quality management?

If you are interested to learn more about the role we can play in speech analytics and data extraction for customer experience, please contact us.?