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Agent Coaching | Performance Management | SurveysSpeech Analytics | Desktop Analytics

Innovations in Call Recordingand Contact Center Solutions

Preparing for AnalyticsFour Steps to Success

Gerald SinclairEducation Specialist

• What is analytics?

• Determine how analytics can help– Traditional analytics use cases

• Develop your game plan– Determine your criteria for success

Step 1: Preparing for Analytics

• Categorize types of calls

• Track reasons for calls

• Revise key terms and phrases

• Monitor daily performance

• Better understand performance

• Monitor emerging trends

• Uncover significance of trends

• Optimize center performance

Step 1: What Is Analytics?

• Marketing: What are customers saying about our offering?

• Adherence: Are agents handling calls at required standard?

• Trends: Why is call volume changing?

• Churn: What is causing agents/customers to leave?

• FCR: What is enabling first-call issue resolution?

• AHT: What factors are affecting call duration?

Step 1: Analytics Use Cases

• Which tool best meets our goals?– Desktop versus speech analytics

– Different speech analytics solutions– Pros and cons of various analytics

engines • LVCSR- Large Vocabulary Continuous

Speech Recognition• Phonetics• Direct Phrase

– Budgeting and Resources

Step 2: Selecting a Solution

Step 2: What is Phonetics?

• Phonetic-based speech analytics English has 40 phonemes (smallest units of sound)

– “G r ei d ei” sounds like “Grade A” or “Grey Day”

Phonetics-based analysis has many benefits– Index quickly: 60 seconds of audio in 1 second– Index jargon, brand names, slang and foreign words– Analyze 100% of call records to catch important ones– Phonetics analysis uses less computing power

• Develop your game plan– Plan Deployment– Resource Planning– Configuring the system

Step 3: Prepare for Analytics

• Gather stakeholder inputs for optimal outcomes– Address current and emerging needs

• Determine key words or phrases for areas analyzed

• Set 3- and 6-month goals for areas where analytics is deployed

Step 3: Plan Deployment

• Develop a project budget– 3-6 months for implementation – setup,

ramp-up, production– 3-6 months to achieve break-even/ROI

• Determine IT and staff resources – Dedicate skilled staff– Configure the system– Employ professional services– Determine cloud versus on-premises

deployment

Step 3: Resource Planning

• Installation and initial configuration

• Tuning the system– Adding key words and phrases– Reporting

Step 3: Configure System

Analyze Report Improve

Analyze interactions, collect actionable intelligence, alert staff to take action.

Analyze contact handling with speech

analytics.

Coach and train agents. Modify processes to achieve improvements.

Step 4: Moving the Needle

Next Steps:• Visit www.callcopy.com to learn more.

Thank you!

web | www.callcopy.comphone | 888.922.5526email | info@callcopy.com