3.03.2021
Zadarma speech analytics

What is speech analytics? And how can this be valuable to my business? These are common questions - so let’s explore them and try to bring some clarity. Speech Analytics is the process of analysing recorded audio, often used when analysing VoIP calls to help spot trends and patterns within customer interactions. Speech analytics functionality can also be extended across businesses through customer contact channels including social media, email, text and webchat. Zadarma partners with premier speech recognition specialists and provides a top-quality recognition & analytics service with incredible accuracy. There are several key ways that businesses are leveraging the benefits of speech analytics to improve call performance as well as become more efficient. The power of speech analytics can often get overlooked, and it’s worth taking your time to understand its benefits so you don’t miss out on the advantage this functionality offers.

What are Zadarma’s speech analytics features?

Speech analytics allows you to analyse and automate employee performance. There is no need to listen to every call recording or create endless spreadsheets to monitor your team's calls. Call recording is transcribed in seconds and then a simple text can be analysed using filters and templates.

Here are the core feature-benefits of speech analytics:

  • Quality control all calls using 10+ parameters
  • Analyse competition mentions
  • Control script following
  • Detect stop-words and obscene language used by operators
  • Easily find and search for any past legacy conversations
  • Review scripts, stop-words or dictionary words
  • Review sales team performance - voice, speech rate
  • Seek out stop gesture, interruptions
  • Provide automatic call ratings
  • Create call graphs and call analytics reports

Exploring the advantages of how call performance is improved through analytics.

1. Improved Customer Experience

Call centres and sales teams have been at the forefront of speech analytic technology adoption for many years due to the benefit of improving call quality, customer experience and overall call conversions. By allowing your customer services and sales teams to mine and analyse audio data, they can detect emotion, tone and stress in a customer’s voice. Managers can streamline their management processes and call effectiveness as they can quickly identify each calling customer’s needs, wants and expectations.

2. Increased Sales Call Conversions & Cost Savings

Greater sales conversion rate and reduction in call centre service delivery time have been identified as key benefits to analytics. The introduction of speech analytics often provides a welcome reduction in cost of unnecessary callbacks after improving first-call resolution rates. Call centres can be more efficient through the avoidance of live calls that can be handled by effective IVR or website self-service systems. The savings can be endless with the reduced cost of quality assurance and monitoring and often lower cost per calls due to the faster efficient call handle times and fewer transfers.

3. Faster Communication & Motivated Team

Quicker feedback can often make teams improve their customer and sales performance through faster iterative learnings. By analysing which conversations lead to more sales, sales managers can focus on the best performing and most effective patterns to close sales and develop a training program to mentor other team members. More sales make a happier, more highly motivated team

How much is Zadarma’s speech analytics tool?

Some providers will charge for their speech & call analytics features. Zadarma’s speech analytics tool is completely free as part of the wider PBX phone system bundles. It is already included in the free recognition minutes. You only pay for call recognition, so for speech transcription. All analytics tools are absolutely free. PBX phone system bundles already include free recognition minutes.

The learnings gained through speech analytics often transpire in accelerated sales conversion. The ability to monitor call performance, test, learn and improve your call will in time create endless benefits. Above all, the adoption of speech analytics within the sales and customer services cycle often will improve call quality and overall team performance.