{"id":6394,"date":"2024-05-14T16:44:31","date_gmt":"2024-05-14T21:44:31","guid":{"rendered":"https:\/\/www.stratospherenetworks.com\/blog\/?p=6394"},"modified":"2024-05-14T16:44:31","modified_gmt":"2024-05-14T21:44:31","slug":"tech-talks-cut-overhead-costs-by-40-with-speech-analytics","status":"publish","type":"post","link":"https:\/\/www.stratospherenetworks.com\/blog\/tech-talks-cut-overhead-costs-by-40-with-speech-analytics\/","title":{"rendered":"Tech Talks: Cut overhead costs by 40% with speech analytics"},"content":{"rendered":"

\"ATo serve as technology consultants to our clients, we need to stay up to speed with the latest IT trends and solutions. To achieve that, our team of IT experts attends weekly training sessions. Our Tech Talks blog series offers a snapshot of these educational<\/em> sessions.<\/em><\/p>\n

A telecommunications provider wanted to improve the review process for service activation calls. The company had a team of analysts focused on quality assurance (QA), but the average handle time was 45 minutes. Analysts could review two calls per hour at best. The provider sought a more efficient and affordable QA solution.<\/p>\n

Subsequently, the company opted for a speech analytics as a service solution from our portfolio. Third-party speech analytics experts worked with the client\u2019s team to craft 40 language indicators of agent behaviors vital to compliance and QA. Then, utilizing advanced speech analytics software, the experts established a customized speech analytics program that reviews and scores calls based on the indicators.<\/p>\n

As a result, most of the company\u2019s QA processes are now automated. The telecom provider achieved a 40 percent reduction in overhead costs and a 50 percent QA efficiency boost. Additionally, thanks to automation, they now monitor and review 100 percent of calls.<\/p>\n

That\u2019s one example of the power of speech analytics as a service. We recommend evaluating the same solution for your business if you want to increase efficiency and enhance agent and customer experiences<\/a> while containing costs.<\/p>\n

Speech analytics as a service: Key features and benefits<\/h2>\n

With speech analytics, you can harness what your customers say across channels (calls, emails, SMS, etc.) to understand their journeys and experiences better. Speech analytics as a service can help if either of the following scenarios sounds familiar:<\/p>\n