Many organisations only listen to 0.5% of their customer calls. That’s 3 calls of an agent who is often handling 600+ calls a month. With today’s compliance requirements and customer financial implications, such a small sample size should not be acceptable to any organisation.
Technology to unlock these insights been around for a while, and is getting better year on year. So why do organisations still struggle to leverage solutions enabling 100% analysis/listening of calls? Further, we estimate half of organisations that invest in Speech Analytics have limited to no usage after 12 months. This is due to poor deployment and training rather than technology issues.
Ensighted has been involved in many successful speech analytics programs, providing bottom line business results. We are focused on delivering projects that offer ongoing success and a platform you can build learning on for year on year improvement. If you are thinking of analysing your calls, then we hope this is of interest to you.