Tech
8 min read

Boost Efficiency: Speech Analytics for FCR and AHT

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Written by
Saif Naved Ahmed
Published on
August 27, 2024

In the competitive landscape of customer service, contact centers strive to achieve high First Call Resolution (FCR) rates and lower Average Handle Time (AHT). These metrics are crucial for customer satisfaction and operational efficiency. Speech Analytics emerges as a transformative technology that can significantly enhance both these aspects. Qorden AI, a leader in Speech Analytics solutions, offers advanced tools and insights that empower contact centers to excel. Here’s how:

Increasing First Call Resolution (FCR)

1. Real-Time Issue Detection and Resolution

Qorden AI’s Speech Analytics software can identify the root cause of customer issues during the first call by analyzing the conversation in real-time. By detecting keywords, sentiment, and intent, the system provides agents with immediate insights and suggested solutions, enabling them to resolve issues on the spot. This immediate feedback loop ensures that the customer's issue is addressed accurately and promptly, increasing the likelihood of resolving it in the first call.

For example, if a customer mentions dissatisfaction with a recent purchase, Qorden AI can prompt the agent with information about the customer's purchase history, potential solutions, and even special offers to appease the customer. This level of real-time assistance transforms the interaction, making it more efficient and effective.

2. Enhanced Agent Training

Qorden AI’s Speech Analytics identifies common issues and successful resolution techniques from previous calls. This data is used to train agents, equipping them with the knowledge and skills needed to handle similar issues efficiently, thus improving FCR rates. By analyzing patterns in the conversations, contact centers can develop targeted training programs that address specific weaknesses and reinforce successful strategies.

Training sessions can include simulations of past calls where issues were resolved successfully, allowing agents to learn and practice these techniques. This continuous learning approach ensures that agents are always improving and staying prepared to handle a wide range of customer issues.

3. Automated Prompts and Alerts

During live calls, Qorden AI’s Speech Analytics software can generate prompts and alerts for agents when certain keywords or phrases are detected, guiding them towards effective resolution strategies. This proactive approach helps in addressing customer concerns promptly, reducing the need for follow-up calls.

For instance, if a customer mentions a technical issue, the system can immediately alert the agent with troubleshooting steps or escalate the call to a technical specialist if needed. This reduces the time spent on transferring calls and improves the overall customer experience by providing quick and accurate solutions.

4. Comprehensive Call Analysis

By analyzing 100% of calls, Qorden AI’s Speech Analytics provides a detailed understanding of why certain issues are resolved on the first call while others are not. This insight allows contact centers to refine their processes and agent scripts to enhance FCR.

Comprehensive call analysis helps identify patterns such as frequently mentioned issues, common pain points, and successful resolution techniques. By addressing these insights, contact centers can develop more effective strategies to handle common issues, leading to higher FCR rates.

Lowering Average Handle Time (AHT)

1. Streamlined Call Handling

Qorden AI’s Speech Analytics software can streamline call handling by identifying the most efficient resolution paths based on historical data. This helps agents to quickly navigate through the conversation, addressing customer concerns more efficiently.

For example, if historical data shows that certain steps consistently lead to quicker resolutions, agents can be guided to follow these steps. This reduces the time spent on unnecessary troubleshooting and allows agents to resolve issues more quickly.

2. Real-Time Assistance

Real-time analytics provide agents with instant access to relevant information and resources during the call. This reduces the time spent searching for solutions and information, thereby lowering AHT.

Agents can receive real-time suggestions based on the customer's current issue, such as relevant knowledge base articles or previously successful resolutions. This immediate access to information ensures that agents can provide accurate solutions quickly, reducing the overall handle time.

3. Identifying Bottlenecks

Qorden AI helps in identifying common bottlenecks and areas where calls tend to drag on. By addressing these inefficiencies through process improvements and better training, contact centers can reduce AHT significantly.

For instance, if data shows that calls involving certain procedures take longer than others, contact centers can investigate and streamline these procedures. This might involve simplifying the steps, providing agents with better tools, or reassigning tasks to more experienced staff.

4. Predictive Analytics

Predictive analytics can forecast potential issues based on current call data and past interactions. By anticipating these issues, agents can prepare and resolve them more quickly, reducing the overall handle time.

For example, if predictive analytics indicates that a customer is likely to have a billing issue based on their account activity, the agent can proactively address this issue early in the call. This preemptive approach reduces the time spent on problem-solving and improves the overall efficiency of the interaction.

5. Automating Post-Call Processes

Qorden AI’s Speech Analytics software can automate many post-call processes, such as summarizing call content and logging information. This automation reduces the administrative burden on agents, allowing them to handle more calls in less time.

Automated summaries can provide a quick overview of the call, including key points discussed and actions taken. This ensures that records are accurate and up-to-date without requiring significant time investment from the agents.

Conclusion

Implementing Qorden AI’s Speech Analytics software in contact centers not only enhances customer satisfaction by resolving issues on the first call but also improves operational efficiency by lowering the Average Handle Time. By leveraging real-time insights, automated assistance, and comprehensive data analysis, Qorden AI empowers contact centers to deliver exceptional service while optimizing their resources. Embrace this technology to transform your contact center into a hub of efficiency and excellence.

In a world where customer expectations are continually rising, Qorden AI offers a competitive edge by ensuring that contact centers operate at peak efficiency. By focusing on increasing FCR and lowering AHT, contact centers can achieve higher customer satisfaction, reduced operational costs, and a more motivated workforce. This technology is not just a tool but a strategic asset that drives growth and success in the customer service industry.

Qorden AI’s innovative solutions are designed to meet the evolving needs of contact centers, providing them with the tools and insights needed to excel in today’s fast-paced environment. By adopting Qorden AI’s Speech Analytics, contact centers can ensure they are always a step ahead, delivering unparalleled service and efficiency.

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Conclusion

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