With speech analytics, no two projects are ever the same. Which is why we approach every project as a fresh challenge, customizing our approach to create the best outcomes for our clients. Here are just some of the results we’ve achieved:
Developing a complex application with 3,000 weighted business rules that predicts customer churn better than the cable company’s propensity model
Reducing AHT by 16 seconds for a national retailer by identifying coaching opportunities.
Cutting inbound calls by 12% by identifying numerous unnecessary customer efforts
Immediately identifying more than 50 violations from compliance agents
Slashing repeat calls pertaining to a specific product by 47% by improving screen-sharing troubleshooting strategies
Speech and text analytics are complex fields that involve a lot of moving parts. We frequently see organizations spend too much time building out their speech analytics program, allowing the software to collect dust, fear they’ve made a bad purchase, continuously lose the pulse on customer interactions. With almost two decades in the speech analytics industry, MainTrax’s top analysts come in and:
Lead a discovery meeting with executive sponsors and key stakeholders:
Strategically understand the current situation
Perform Content Audit:
Listen to recordings to interpret the true voice of the customer and reverse engineer call outcomes
Develop Language Patterns:
Uncover keywords, phrases, and complex queries that appear to have the greatest impact
Test and Verify:
Customized scoring algorithms, complex business rules that generate automated predictors/prescriptors
Post-Deployment Utilization:
Maximize value, roll out to specific teams, measure impact, adapt and expand