Finding those disgruntled callers...automatically

Contact center supervisors are now using Speech Analytics to automate the process of identifying the calls they really want to listen to.

With some centers recording 10s of 1000s of calls per day, the process of finding the calls was like trying to find the needle in the proverbial haystack.

 The process was made simpler if the contact center agent tagged the call, or if the supervisor knew details about the call - customer name, caller id or agent name, you could then cross-reference a query against those call details, if your system had that information.

Customers now can have all of their recorded calls processed and "listened to".

By creating a category of specific keyword phrases, such as "Disgruntled Callers", the query can be run against the index of analyzed calls and matches can be displayed on screen in seconds.

 What kind of keyword phrases could you use to identify "Disgruntled Callers"?

 "speak to a supervisor"
"mad as hell"
"cancel my service"
"not very happy"
"have to call again"
"need a refund"
"just doesn't work"
"same old runaround"
"find a better deal"
"getting angry"
"HULK SMASH"...and so on.

 There are many different types of speech analytics systems, but they can usually be broken down into two categories: The “Dictionary” based and the “Phonetic” based.

The dictionary-based systems require users to define words and phrases in advance so the speech engine can look for or “spot” those words as the engine is analyzing the audio.

The “Phonetic Based Indexing Engines” are much faster and don't require you to program words in advance.

Our solution, "Virtual Observer Call Insight" is a phonetic-based, enterprise-class Speech Analytics solution that is simple, effective and affordable enough for contact centers of all sizes.

Call Insight provides the ability to receive important search results in real-time within our web-based interface.

Harvesting the Phonetic Value in Recorded Calls

The seeds have been planted, the ground has been watered, now is the time to harvest the phonetic value you’ve been waiting for.

What does "Harvesting Phonetic Value" mean?

It is the ability to automatically make sense of words and phrases stored in your recorded calls and using them to your advantage to help decrease cost and improve performance.

All call center managers are tasked with the same challenge: reduce costs and improve performance.
Depending on industry, improving performance could mean many different things, such as providing better customer service, selling more products and services, reducing handle time, increasing first call resolution and many others.

Basically the idea is simple. Management wants you to do what you do "better" and would also like you to do it "more affordably".

Virtual Observer Call Insight is a phonetic-based, enterprise-class Speech Analytics solution that is simple, effective and affordable enough for call centers of all sizes.

Our Phonetic Tools will harvest information in your recordings that were once otherwise not available in your normal telephony environment or enterprise data.

Extract these valuable pieces of information and put them to work for you.

How does phonetic speech indexing differ from large-vocabulary speech indexing?

CSI studied the speech analytics market for 3 years, listening to customers, partners and industry experts compare and contrast the large vocabulary indexing process and results vs. the Phonetic method.

Both approaches have their benefits, but vary in how they index your calls.

Phonetic based speech indexing occurs at a much faster speed than large-vocabulary speech indexing and is capable of making multiple searches across tens of thousands of recorded calls to identify valuable contact center insights, rapidly.

Perhaps the question then becomes "How fast will Speech Analytics harvest value from my recorded calls?"