The case for speech analytics

The Case for Speech Analytics in the Small to Medium Enterprise

Over the last 5 years, advances in technology and the move to the Cloud has made advanced contact centre applications accessible to small and medium sized contact centres.

The BIG question: What are the real benefits of deploying speech analytics technology within a smaller organisation?

The short answer is – EXACTLY the same as expected in large enterprises….

Until recently the limiting factor for use of these technologies has been the prohibitive entry level costs – typically you needed several hundred frontline staff to achieve a successful return on investment.

With Cloud deployment now a realistic option and “rental” of functionality on a ‘cost per user’ per month basis, this limitation has effectively been removed.

So…. What are these benefits then?

In simple terms, speech analytics benefits come from three routes:

Improved Operational Efficiency in Customer Service environments. Often the best contact is no contact… so identify repeat call drivers, failures in self-service and remove inefficient processes.

Increased Revenue – you sell more to happy customers! Proactively understand customer dissatisfaction and resolve reveals issues that allow you to reduce “Customer Effort”

Compliance – failure to meet regulatory requirements can be costly in many ways. Monitor ALL your customer interaction and be able to evidence best practice approach #FCA #GDPR #PCIDSS

A compelling case, however a major problem is that these crystal-clear benefits are often poorly communicated and understood.

These are, of course, mere headlines. SMB contact centres have issues identical to their larger counterparts and, crucially,  the simple inability to effectively monitor a reasonable sample of customer interactions (without the support of suitable technology) is at the heart of cynicism around the effectiveness of analytics.

Can we change the perception of analytics as they become accessible to the smaller call centre?

I believe so, but this will require clarity in communications when scoping a project, an internal analytics ‘champion’ within the buyer, and a strong partnership with the supplier to ensure the analytics being provided bring accurate and useful results.

Rohan Newton has worked for 18 years delivering Workforce Optimisation solutions to the Contact Centre Industry and is an Account Manager for SVL Business Solutions.

He will be making this case, in person, at the UKCCF Midlands Forum in Coventry on 5th September.

15th August 2018

Highlights of our first WFM/EEM conference

Anne Holmes talks about our first Employee Engagement/WFM networking event, held on 22 May in Glasgow. A large audience heard speakers from EE, NICE, SVL and Student Loans Company talk about the future of EEM/WFM and lead discussions.

28th May 2019

Event: The future of Employee Engagement

SVL Business Solutions, in conjunction with NICE, is hosting an industry event in Glasgow to discuss future of Employee Engagement in Contact Centres.

8th May 2019

Pubs, Clubs and Automation

The new Head of our Workforce Management Consultancy, Richard Abdy, talks about the changes he has seen in Contact Centre planning over the last 20 years.

25th March 2019

Have recorder: will travel

Steven Perrins talks about the World of Compliance Huge efforts have been made to record, analyse and improve every interaction that comes into a contact centre, but what about the client meetings that take place remotely/face-to-face? We have the solution.

20th March 2019

No-one bigger than the team

Our Business Development Manager, Lee Sheard, compares his experiences coaching in youth football with good planning and practice in the workplace.

12th March 2019


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