Understanding a customer’s background will guide a business’ interactions to ensure the delivery of an excellent experience. While traditional note-taking will help you capture important information about your customers, it is time-consuming and ineffective.
Call centers need to make their interactions with customers seamless and uncover insights from all interactions with their customers. This explains the switch toward artificial intelligence in call center operations.
Read on for why call centers are adopting conversation intelligence software.
What Is Conversation Intelligence Software?
The CI software is a tool that can transcribe, record and analyze customer service and sales speeches to improve customer experience. This software can extract and process data from typed and spoken speech, hence usable in call center calls, voice assistant commands and queries, and chatbot conversations. The CI software has different applications depending on the use, but most will fall into the following buckets:
- Analytics – Deep insights and patterns happen during conversations with customers, and analyzing the interactions with CI will uncover them to drive customer experience improvement across the enterprise.
- Agent enablement – CI software will empower your call center agents with the right information at the right time for better outcomes from interactions with customers.
- Workflow automation – CI optimizes call center operations through the AI capability by triggering an alert to the supervisor of a struggling agent. The quality assurance teams will also benefit from the efficiencies of the CI software as it will automatically assign noncompliance to the quality auditor for review. Call center supervisors and coaches will also get assigned calls on an agent’s behavior, which is beneficial for improvement.
CI relies on Natural Language Processing (NLP) and Artificial intelligence (AI) to extract useful data from human speech. The NLP then transcribes the speech into a readable form for the CI software. The CI software establishes the call patterns through machine learning and other algorithms.
Why Call Centers Are Switching To CI Software
AI-powered Conversation Intelligence software features the following benefits:
Improvement In Agent Productivity
As businesses maximize employee training, offsetting the effects of human errors is still a challenge. However, with CI software, call centers can improve customer experience through real-time agent support, dynamic prompts, and response checklists.
Efficient Call Center Agent Onboarding
The agent onboarding process is a bottleneck for call centers as agents learn about the processes and products and undergo extensive coaching for exceptional performance. To ensure excellent performance of new hires, employers subject them to memorizing a lot of stuff such as the messaging, pricing, and solutions, which can be tasking. Onboarding is also a resource drain for the following reasons:
- It takes up to 15 days to prepare an agent adequately to perform on the job.
- Coaching compromises productivity by removing team leaders and agents from their usual duties.
- It is difficult to scale, especially if coaching through one-on-one sessions.
By switching to CI software, you can smoothly onboard your call center agents and cut the time to train them on the job. CI provides self-learning and evaluation tools, real-time hints on the information befitting specific scenarios, and automated agent feedback. With CI software, you will get more agents on the phone sooner, keeping your operations at maximum capacity.
A smooth onboarding experience will also mitigate the high turnover rates at call centers. Employees who experience a smooth onboarding process will also likely recommend their employer to potential employees.
The Elimination Of Guess Works
Relying on human judgment is sometimes ineffective, especially if you want to establish the reasons for your customer’s decision. You will likely make an inaccurate decision that will have subsequent effects. However, through conversation analytics, you will collect large data about your consumer’s behavior, understand your customer needs and tailor your services accordingly, accelerating your business growth in the long run.
Maintenance Of Your Brand Image
With customers sharing their customer support experience on review websites and social media, mishandling one customer will severely impact your organizational reputation. You can ensure all agents speak your brand language through conversation intelligence and offer the best customer experience.
Increased Productivity Through NLP
Call centers receive hundreds of calls daily, most of which the agents handle. Reviewing these calls after the day’s work is unrealistic and time-consuming, hence the need for CI tools featuring NLP capabilities. The NLP capabilities offer detailed reports from the calls for a specified period, and managers can view the reports at a glance and understand winning phrases, customer sentiments, and the soft skills in place.
The CI software also guides agents such that they do not have to put their customers on hold by inquiring with other agents and providing prompt responses. Other CI software will also take notes for the agent, and they can concentrate on the customers fully instead of multitasking during the call.
Increased Number Of Calls
Conversation intelligence software will give insights from many calls, data-based analytics, and recommendations for continual call improvement. Other CI tools will allow you to disseminate the learnings into your team’s playbooks with just a mouse click.
Integrations With Other Tools
The CI tool integrates with other platforms and apps, allowing easy data exchange. Integrations with some apps will improve your customer satisfaction by reducing the average handle time and increasing sales in the long run. For instance, integrating your CI software with Google Drive and other knowledge software will help your agents give customers the right information in real time.
Easy Sharing Of Information
Traditionally, the agent handling the call was the only one that could access key customer information. However, through the CI, the distribution of information to relevant stakeholders and departments is possible, guaranteeing better performance.
The Bottom Line
Call centers offer a great way to capture customer information through calls and chats. While you can reach many customers daily, relying on human judgment to make final decisions regarding their issues can be inaccurate. By leveraging CI, you will understand your customers better and fine-tune your interactions towards their satisfaction, hence a competitive advantage. CI will also give you real-time insights into your agents for support, resulting in higher agent and customer retention.