Justifying Contact Center Speech Analytics
Contact Center Data Collection
No department within an enterprise collects more data than your contact center. According to Tony Filippone, executive VP, HfS Research, “Every contact is counted, routed, measured and scored. Agent performance is actively measured.” A Special Report from SearchCRM.com experts stated that, “Analytics is one of the fastest growing segments of the call center technology market. Speech analytics and other analytics tools are appealing because they allow companies to take action on unstructured data from customer interactions and gain rare insight about their customers. When used properly and with contact center best practices, analytics software can give a company a significant competitive advantage.”
ContactBabel research estimates that overall the time taken for a speech analytics solution to pay for itself can be as little as six months (varying up to 18 months). If you have followed best practice and can therefore demonstrate this fact, it will go a long way to saving you another battle with the bean counters by justifying the expansion of the speech analytics project into other areas.
Delivering ROI for Complex Solutions
If you’re having some difficulty selecting a workflow, speech analytics or other analytics and software solutions that you know will make your job easier, deliver a fantastic ROI, and can make you and your business more effective – we can help. OnviSource has a special service program to do just that. To make your vendor selection even easier on you, we will let you test the products before you purchase, and even better yet, test it using your own data, processes and methodologies. Ask about our Advantage Program that will be a lifesaver in helping you to understand, select and use the right solutions for your specific and often highly complex, business requirements. We implement and test the best solution, including providing tailored and customized solutions. We will be your partner every step of the way as we continue to monitor performance, managing to your expectations, including recognizing your profiled ROI.