Understanding Call Centre Voice Analytics: The Untapped Value In Your Calls

Summary

Whether it's personalising customer experiences on calls, identifying crucial opportunities, analysing agent performance or monitoring call quality and compliance, voice analytics is at the core of unlocking visibility and efficiency in call centre operations.

But voice analytics is only as good as your ability to leverage it in your call centre operations, and understanding what is at the cutting edge of voice analytics is vital when wanting to transform your call centre.

This blog will give you an understanding into what voice analytics is and how it has transformed over the years to today's cutting edge. We will then discuss the various use-cases for voice analytics before finally providing a framework for thinking and navigating acquiring the right technology to improve your call centre operations.

Here is voice analytics for the modern day Call Centre.

What is Call Centre Voice Analytics ?

Analytics involves the "discovery, interpretation, and communication of significant patterns in data," essentially turning raw data into actionable insights.

Call Centre Voice Analytics, or Speech Analytics, involves converting conversational data from voice interactions into valuable metrics.

Typically, speech analytics software leverages advanced computing methods, such as machine learning and natural language processing (NLP), to process all conversational data between agents and customers and generate understandable metrics.

What is currently the forefront of Voice Analytics ?

Short Timeline:

Earliest Versions

The earliest versions of speech analytics were capabiliites like keyword spotting, basic sentiment analysis, and manaul transcriptions that relied on human transcribers to listen and analyse calls.

The early versions of voice analytics were limited in scope and accuracy, lacking context-aware analysis of customer interactions.

Before Generative AI

Over time, speech analytics improved, with new capabilities being introduced and previous capabilities enhanced. Improvements in call transcription became a significant catalyst in enabling accurate call analysis.

However, one major challenge still remained with speech analytics: it lacked understanding context. Every call interaction is different and requires context to address the unique challenges faced during calls. In an attempt to solve this, many solutions required building dictionaries of static words.

For example, creating an extensive list of thousands of ways in which an agent can greet a customer when creating quality scorecards.

But the reality is that this did not unlock much value for modern call centres.

 Today: With Generative AI

Generative AI set the stage for real-time capabilities, accurate predictive analytics, and seamless integration of context-driven insights with AI in call centres. This unlocked the ability to augment call centres, from call agents to QA agents and beyond. Most importantly, it enabled the ability to provide personalised customer interactions at scale.

In today's world, voice analytics includes some of the following metrics:

• Automated Quality Assurance Evaluations

• Automated Call Chapters

• Automated Summaries of Call Interactions

• Sentiment Analysis

• Average Handle Time

• Average After-Call Work Rate

• Average Talk Time

• Agent Proficiency Analysis

• Intent Data

• Persona Profiling

• Sentiment Analysis

• Outcome Detection

• Root-cause Analysis

• Speaker-separated Call Transcripts

• First Caller Resolution

Leveraging Voice Analytics in your Call Centre

AI in your calls unlocks insights for your entire organization, ensuring that you are at the pulse of decision-making with visibility into and insights from every customer interaction.

Quality Assurance and QA Agent Performance

It is no secret how vital quality assurance is, and how you need to dedicate teams of quality assurance agents to ensure that calls are compliant and adhere to the standards set by the organization. With Voice analytics, your entire agent QA scorecard can be analysed in great detail, enabling your QA agents to spend seconds reviewing calls, not tens of minutes.

For example, an insurance company might sell life cover and in doing so, they will need to comply with a lot of regulatory and quality standards. When building their QA scorecard, they would have business-related tasks, compliance-related tasks, and customer-related tasks for the call agents to complete on the call with customers. Voice analytics can analyse 100% of those calls to find not only if the agent completed the tasks or not but also point you to the exact point in the conversation and provide feedback as to why certain QA tasks were incomplete. All in just a few seconds, with no manual intervention.

In addition, voice analytics enables you to extract more niche but impactful metrics, enabling your call agents to have autonomy within the bounds of what is allowed.

Above, Vanine's AutoQA analyses calls using a customisable QA scorecard, enabling QA agents and management to have 100% visibility into every call in seconds.

Personalised Agent Coaching

When it comes to understanding what each individual agent is struggling with and needs to improve on, agent coaching is vital. However, in most cases, it is generalised and identified days or weeks later than it could have been spotted.

For example, time-to-proficiency is an important metric for trainers and management. It enables you to understand how much to invest and for how long to invest to ensure that an agent is equipped with the right skillset when interacting with customers. It is also used when upskilling agents. Through voice analytics, you can have real-time insights into the areas where your agents are excelling and the areas where they are struggling.

These insights enable you to act when symptoms occur, not only when the problem arises.

Real-Time Analytics and Trends

Voice analytics unlocks profound insights into customer interactions by harnessing the power of AI to contexualise every nuance of conversations. This advanced analysis not only reveals the root causes of customer inquiries but also provides a comprehensive view of their sentiments and satisfaction levels.

Armed with this granular understanding, companies can anticipate and address issues proactively, transforming potential problems into opportunities for enhanced service. Call centres can elevate their operations by refining their bot workflows to tackle prevalent issues or by automating internal procedures to manage frequent requests with greater efficiency.

By leveraging the full potential of voice analytics, call centres can pinpoint emerging trends in real-time and deploy sophisticated, data-driven strategies to elevate the customer experience, driving conversions, loyalty and retention.

How to Think About Speech Analytics for your Call Centre:

Augmenting your Workforce

The true value of a software solution lies not just in the insights it delivers but in how it augments your entire workforce, from call agents to QA teams and management. An AI-enabled workforce is one that operates with enhanced efficiency, precision, and agility—leveraging insights to make informed decisions in real-time.

The right platform should seamlessly integrate AI into every level of your organization, empowering call agents with actionable insights, enabling QA agents to focus on high-impact areas, and equipping management with the data needed to drive strategic decisions.

By combining AI-driven insights with a workforce empowered to act on them, your organization can transform its operations, boosting productivity, improving customer satisfaction, and staying ahead in a competitive market. This synergy between human expertise and AI technology is what truly defines an advanced, AI-enabled workforce.

Ability to Customise Scorecards and Insights

In reality, "one size fits all" rarely fits anyone. Most software solutions offer a rigid approach to analysing your call center, failing to recognise that both companies and individual campaigns have unique characteristics that demand customisable functionality.

The best software should empower you to tailor your scorecards and insights, giving you the flexibility to adapt to your specific needs. This customisation ensures you gain a clear, actionable understanding of your calls, allowing you to address the nuances that make your business and campaigns distinct.

Track Context, not Static Words

Spending hours compiling a list of phrases or keywords to track a single task, only for it to succeed just 30% of the time, is a recipe for frustration and inefficiency.

When evaluating AI capabilities in software, you shouldn't have to engineer your way to extracting value. The software should be intuitive, making it easy to interface and communicate with. The true power of AI and voice analytics lies in their ability to streamline and revolutionise operations—from call agents to managers—transforming how your entire team functions.

AI should simplify your processes, not complicate them, and that’s where the real value emerges.

Features that Help Action your Insights

Your millions of monthly calls generate tens of millions of data points, each one a valuable piece of the puzzle that can guide smarter decisions. When evaluating software, it's crucial to consider the tangible value of the insights you gain and how effectively the platform empowers you to act on them.

Don't fall into the trap of spending endless weeks manually sifting through individual call insights, hunting for answers to critical questions. That’s time better spent driving results, not searching for them.

With features like the AI Assistant, you can ask complex questions and receive answers that are extracted and aggregated from tens of millions of calls within seconds. This ensures your call centre maintains both visibility and efficiency, allowing you to stay ahead and make informed decisions with ease.

Vanine AI assistant enables you to ask questions across millions of calls and get insightful answers in seconds.

Voice Analytics with Vanine

Vanine stands unparalleled when it comes to harnessing your conversational data. With Vanine, you gain a unified source of insights that offers complete visibility and discoverability across 100% of your calls—effortlessly, without requiring any extra input from your agents.

By leveraging Vanine, you can dramatically boost conversions and elevate customer satisfaction, all while reducing Average Handle Time (AHT) and After-Call Work (ACW). Vanine turns your data into a goldmine of insights, driving transformative changes throughout your entire organization.

But Vanine’s platform does more than just deliver unique insights—it’s designed to empower your entire workforce, from call agents to QA teams, all the way to executive management. Vanine enables the modern contact centre to operate seamlessly within a single AI-driven platform.

Vanine’s AI capabilities go beyond the ordinary, offering automation, precision, and productivity that set it apart from both local and global solution.