Bringing Understanding to the Call Center Through Data Management and Voice Recognition
Success in the call center market depends on getting the right information to customer service staffers faster, so that they may provide quicker, more efficient service. Challenges arise as the number of customers and incoming calls increase and there is an overwhelming volume of corresponding data. The result is an inefficient lag time in responding to customer queries because agents are sorting through too much data. Call centers have addressed this problem by attempting to increase their staff accordingly—a solution that creates management difficulties and high administrative costs.
Another challenge facing businesses and their call center is that the call center is working separately from other parts of the organization, and management is not alerted to the business intelligence being gathered directly from customer inquiries or complaints. Such customer feedback is vital to product development and is critical in ensuring that management makes the most well informed decisions.
Recognizing the Problem
Audentify, a division of Autonomy, addresses these problems with call center software that actually understands the content and context of telephone conversations as well as other customer interactions, such as email. Audentify enables call centers to reduce handling times, increase the quality of customer interactions, monitor individual agent performance, analyze call handling trends within the center and enable all calls and interactions to be recorded and made instantly searchable.
Using intelligent data management capabilities and high-precision voice recognition, Audentify monitors and records calls or emails between agents and customers and automatically delivers advanced agent assistance and analytics, while also immediately identifying any potential service or quality control problems. For example, if there was a flood of calls and emails complaining about a product, management can be quickly and automatically alerted to the problem. Audentify “listens” to incoming calls and suggests information that could solve a problem in real time. It also enables cross-selling opportunities by profiling customers. And when agents are under-performing, they can automatically be sent e-learning materials.
Audentify’s product suite encompasses the following areas:
- Record—Software-based 100% or scheduled voice recording, screen and keyboard logging
- Analyze—Comprehensive analytical tools capturing all relevant call statistics including the automatic identification of problem calls, agent performance monitoring and agent activity classification. All analytical data is easily integrated in major CRM systems
- Assist—Automated agent assistance based on call content understanding through advanced voice recognition capabilities
- Voice—The automated understanding of all voice contact, allowing real-time analysis of customer query trends and the conceptual analysis of archived calls.
Audentify in Action: Mercur Assistance
Mercur Assistance AG Holding, a provider of 24-hour emergency help and advice in the areas of health, mobility and property, had identified that a large amount of valuable information was spread across the organization in numerous different repositories. Mercur agents had access to more than 100 different information sources, but since they were all stored in different locations they could not be searched simultaneously. Valuable time was being wasted as agents struggled to find the information that they needed to deal successfully with a customer query. Furthermore, in the case that an agent could not respond fully to a customer’s initial question, even more time was lost attempting to make follow-up calls.
First Point of Contact
Mercur chose to employ Audentify’s technology within its internal Medical Portal. The infrastructure software layer sits above the sea of enterprise information and automatically aggregates this information regardless of its format or location. The information is then automatically categorized, hyper-linked and delivered to agents on their desktop as they work, giving them immediate and simultaneous access to more than 150 internal and external validated information sources. Agents are now able to respond to a customer query at the first point of contact, removing the need to schedule callbacks and enabling higher quality information to be relayed to the customer. In addition, the software’s ability to automatically profile employees both implicitly and explicitly ensures that the information delivered is personalized to the needs of a particular individual. Employees are no longer deluged with an overwhelming amount of irrelevant information. Lastly, the technology’s collaboration capabilities enable Mercur to identify experts and define virtual communities within the organization, avoiding duplication of effort and decreasing the burden on the agent.
The Result: Better Service
The end result is a significant ROI for Mercur Assistance. The time employees spend searching has been reduced by 75%. Agents are able to respond fully to a customer issue or question, providing accurate, up-to-the-minute information during the first call. Because they are being delivered the most pertinent and up-to-date information available, agents can be confident that they are relaying reliable and accurate data to their customers. Ultimately, these benefits have resulted in the average call handling time being reduced by 35%—dramatically enhancing the quality of Mercur’s customer service.
To find out how Audentify can help you, contact us on 1.877.692.8866, email understand@audentify.com, or visit the website at Audentify