Posts Tagged ‘call script live speech analytics contact centre agent’

Call Scripting More Successful With Live Speech Analytics

Thursday, March 24th, 2011

Do you use call scripts for all, part or none for the calls handled by your contact centre agents? Using Live Speech Analytics is the best way to ensure that your contact centre agents remember to follow their scripts on every call, with every customer.

A recent article on CallCentreHelper.com by Stella Jones advocates a mix of freeform conversation in order to engage with the customer, along with scripted text to ensure legally required information is said for compliance puropses.

But how can you prevent your contact centre agents from missing out the scripted parts of the call? New Live Speech Analytics solutions have the answer. By automatically monitoring and analysing every call, if a certain phrase is not said, an alert will be sent to the agent’s desktop to remind them to follow their script. This has multiple benefits including enabling first call resolution and achieving best endeavours on compliance.