In a highly competitive environment, speech analytics of calls has become an important tool for businesses, especially in sales and customer service. The main objective of the analysis is to improve the quality of interaction with the client and improve the company’s key performance indicators. Speech analytics of calls helps not only to identify the main needs of the client, but also to see the weak points in the work of managers in order to direct them to improve efficiency.
The use of speech analytics allows you to identify typical errors and improve the approach to each call. A properly configured speech analysis system helps to analyze calls in detail and take into account the smallest nuances of communication with clients. What is speech analytics of calls? Definition and principles of speech analytics

Speech analytics of calls is a method of automated analysis of conversations between customers and company employees, which uses processing technologies

natural language. Speech analysis of calls is a process that allows you to analyze the tone, content, and context of a conversation in order to improve the quality of service.

The basic principles of speech analytics include:

• Tonality analysis: determining the client’s emotional state, identifying negative and positive elements in the conversation;
• Keyword and Phrase Research: Assessing the use of the right words to create a positive impression;
• Analysis of pauses and call duration: a study of aspects influencing customer perception.

Using speech analytics helps optimize customer service and improve business results.

Basic stages of speech analysis of calls: Key steps and aspects of call analysis

To properly organize speech analytics of calls, it is necessary to highlight the main stages that will help organize the analysis process:

• Data collection: recording and storing calls for later analysis.
• Sentiment and keyword analysis: identifying tonality and analyzing the expressions used.
• Content analysis: checking the execution of scripts and assessing the overall structure of the conversation.
• Conclusions and recommendations: generating reports and providing recommendations for improving interactions.

These steps help you effectively analyze calls and identify key aspects that influence how customers perceive your company.

The Benefits of Call Analytics for Improving Sales: How Speech Analytics Boosts Sales

The use of call analytics in business brings a number of tangible benefits, especially in sales. Call analytics allows you to improve the process of communication with customers and adapt the approach to their needs. Here are some key benefits of speech analytics for sales growth:

• Understanding customer needs: allows you to quickly respond to requests, increasing the chances of a successful sale;
• Reduced errors: Managers receive a detailed analysis of their errors and can work to eliminate them;
• Optimization of sales scripts: analytics reveals areas that require improvement and helps improve scripts.

Thus, speech analytics helps improve sales and strengthen the company’s reputation.

Speech Analytics Tools and Technologies: An Overview of Popular Tools and Technologies

In the process of implementing speech analytics, companies use various tools and technologies that help automate and structure the analysis. Today, systems equipped with speech recognition and tonality analysis are widely used to analyze calls. Popular technologies:

• Speech recognition systems: automatic call transcription and content analysis.
• Sentiment analysis: a technology that helps determine a client’s mood and adjust their approach.
• Keyword analysis tools: allow you to evaluate how correctly managers use installed scripts.

Choosing the right tool depends on the needs of the company, but the most important feature of any of them is the ability to automate analytics.

How Call Analysis Helps Identify Weaknesses: Examples of Situations Where Call Analysis Points to Improvements

By analyzing customer conversations, companies can identify weaknesses that make effective communication difficult. For example, call analysis shows that managers tend to use overly complex wording that customers do not always understand, or forget to clarify important details. Such observations help make adjustments and improve the approach.
Examples of situations:

• Managers do not clarify key details: this leads to misunderstandings and reduces the level of customer satisfaction.
• Excessive formality of conversation: a personalized approach is important, and speech analytics helps to correct excessive formality.
• Lack of attention to customer emotions: Call analysis reveals when managers miss important emotional cues from the customer.

The use of speech analytics helps to quickly identify problem areas and work on eliminating them.

Speech analytics of calls is an important tool for improving customer service and increasing sales efficiency. Implementation of such technologies helps improve the quality of service, increase customer trust and increase conversions. By contacting Neuro Business Studio, you will have the opportunity to use the services of a neuro employee to control the quality of calls, which will help your business achieve the best results.