1. 60 Ideas in 60 Minutes –
Speech Analytics
Moderator: Vicki Herrell
Executive Director
Quality Assurance & Training Connection (QATC)
www.qatc.org

2. Panelists
 Aspect – Kathleen Schroeder
 NICE Systems – Dr. Vasudeva Akula
 Verint – Daniel Ziv
 Utopy – Mike Miller

3. Enhance the Customer Experience
What are my customer’s impression of my company – are we
meeting their expectations?
3
©2011 Aspect Software, Inc. All rights reserved.

4. Use Real-Time Speech Analytics to Shape Interactions at the Decisive Moment

5. Become Part of a VOC Community
 VOC programs are becoming more complex and much more
strategic within many organizations.
 Leverage insights from other customer experience executives
from within and outside your industry.
 Sharing knowledge, ideas, best practices and successful case
studies is a great way to increase your chances of success.
– Look for a vendor that has an existing community of VOC executives
and speech analytics users.
– Some vendors also offer consulting services from experienced VOC
analysts that can help you achieve rapid and significant return on
your VOC investment.
5

6. Comprehensive Call Reason Tracking
 Most companies identify just one reason for a call.
 Measuring all call topics provides a deeper view into customer needs.
“I’m calling to activate my phone.”
“I have a new phone that needs to be activated.”
“Can you help me activate a phone?”

7. Maximize Sales Effectiveness
Are we maximizing every revenue opportunity?
Contact
Center
Enterprise 2.0
Consumer 2.0 Contact Center
Blogs Back Office
Social Sites Experts
Communities
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©2011 Aspect Software, Inc. All rights reserved.

8. Combine Speech Analytics with Real-Time Decisioning and Guidance
Workforce Quality Cross-Channel
Management Management Interaction Analytics
Real-time
Next-Best-Action
Guidance
Next-Best-Offer
for Sales &
Predictive Campaign Real-Time CRM & Retention
Next-Best-Offer Management Speech Desktop
Model Analytics Applications

9. Holistic Voice of the Customer
conversations conversations
THEY initiate WE initiate with
with us? them?
Phone Calls IVR Survey
Chat
Email/Web
Survey
E-mail
Post Call
Survey
PUBLIC conversations
Web Social Media Communities 9

10. Link Best Practice Call Libraries to Coaching Sessions
Supervisor
Coaching Session
Agent

11. Categorize Calls to Perform Root Cause Analysis
Why has call volume dramatically increased? Is there a
problem that our customers need to call for resolution?
11
©2011 Aspect Software, Inc. All rights reserved.

12. Use Speech Analytics to Keep Track of Customer Buzz

13. Phone still #1 and Richest Customer Channel
79% of
consumers
selected live
phone call with
agent as #1
channel
13

14. Uncover Valuable Surprises
 Why are top agents taking longer than other agents?

15. Improve Business Processes
How does the way calls are handled impact my companies
bottom line?
15
©2011 Aspect Software, Inc. All rights reserved.

16. Reshape the QM Process - Evaluate Calls That Matter

17. Providing Early Warning
Social Media
Public Domain
Enterprise Domain
Calls More Context
Higher Relevancy
Higher Cost
Direct Customer
Early Warning
Feedback
Emails
Chat
17

18. Identify Key Events in Interactions Quickly & Easily
Very disappointed

19. Improve Self-Service Utilization
Why can’t our customers resolve their issues on our web
portal without calling for assistance?
19
©2011 Aspect Software, Inc. All rights reserved.

20. Take a Holistic Approach of The Voice Of The Customer
Interaction Analytics + Customer Survey Feedback + Customer Journey =
The Complete Voice of the Customer

21. Get More From Your Quality Monitoring
Random Call Monitoring Typically
Sample Mostly “Average” Calls
• Low Customer Sat • High Customer Sat
• Disconnects • High quality
• High AHT • High efficiency
• Holds, Transfers • Sale achieved
• Silence/Dead Air
• Repeat calls
• Anger
Distribution of Quality
of Customer Contacts
21

22. I Wonder How Often ………
 Talking about survey biases results and adds 4 sec to AHT

23. Improve Agent Performance
How are agents interacting with our customers?
23
©2011 Aspect Software, Inc. All rights reserved.

24. Use Speech Analytics to Optimize Customer Lifetime Value
From Workforce Optimization to Customer Lifetime Value

25. Focused Quality Can Significantly Increase ROI
Random Sample + Speech Analytics = 100% View
• Low CSAT • High CSAT
• High AHT • Complement
• Holds, Transfers • Sale closer
• Silence/Dead Air • Retention
• Repeat calls • New issues
• Anger/Emotion • Objections
Distribution of Quality
of Customer Contacts
25
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26. Form Comprehensive View of Customer Activity
 Analyze interactions by contact reason
 Provide unified reporting of customer activity
 Assess conditions driving customers to high cost solutions

27. Identify Agent Coaching/Training Opportunities
Are we taking advantage of every opportunity to improve
agent productivity?
27
©2011 Aspect Software, Inc. All rights reserved.

28. Customer Churn Prediction with Speech analytics
Identify Churn Signals
Calculate Churn Risk Score for each
Interaction
Proactively reach out to customers at risk
with retention offerings

29. Improving Sales Conversion
Increase Sales
Conversion
 Identify rate of success of each step
 Pinpoint best and worst agents
 Surface positive language and best to reduce
Find how practices
none value calls
Upsell 60.0%
57.6% “Can I have
Success 49.8%
… increase number another
# Calls Rate 50.0% of proposals moment of
40.0%
your time?”
… and drive
32.8% 32.3%
“you could 30.0% 50 %
23.5%
Average conversion
Rate
the earning 35 %
20.0% 15.1%
interest on 8%
12.9%
11.4%
this balance” 10.0% 6.3% Key
phrases
In the call
0.0%
29
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30. Identify Frequency and Placement of Skill
Build rapport Feature + benefit
early in call better than feature
only

31. Monitor Compliance
Are we adhering to proper protocols on every call?
31
©2011 Aspect Software, Inc. All rights reserved.

32. Convert Service Calls to Sales Calls with Speech Analytics
Hidden Opportunity
“Hi, I am moving in with my boyfriend
(we’re getting married in November).
I need to change my address.”
Stated Topic

33. Focus on What Matters Most
To Your Customers and Business
• Analyzed “lost customer” interactions
• Built “At Risk” VOC Category:
– Ridiculous, You People, Looking NEAR Statement…
• Saved 86% of at risk accounts by reaching out proactively
• Total of 4500 accounts saved
• Initial ROI achieved within 7 weeks
Saved Cost
Revenue (Verint + Staffing)
ROI
$12.5M $11.9M
$600,000
33

34. Use Automation to Uncover Emerging Trends
Speech I got the new phone I’m having trouble with my I just recently bought the
to Text model…it seems to be phone….the data service newest phone
dropping calls works fine but my new model…..the video
frequently….I upgraded phone seems to drop camera is great…the
my account to a family calls…you guys should internet service has been
plan because of the recent have thought of that spotty…my new phone
Customer promotion on the family sooner has been dropping a lot
Text
plan…….. of calls…
Analytics
Discovery Analytics
Agent
Movers and Shakers
Customer Term Percent Change
Interactions
new phone dropping calls 376.1%
one month free 25.8%
they’re overcharging me 5.8%
recent tv advertisement -8.6%
broken product in mail -18.6%
cancel my account -21.3%
trouble with form on website -23.5%

35. Improve Collections Effectiveness
Why aren’t customers paying on time? Is our payment method
causing more confusion than resolution?
35
©2011 Aspect Software, Inc. All rights reserved.

36. Speech Analytics – Analyze Beyond Spoken Words
Talk Over Analysis
Emotion Detection
Call Part Analysis
8%
15% 10%
16%
10%
31% 10%

37. Listen to Customers to Inspire Evolution
Customers
Intelligent
Enterprise
Bridge the gap between listening and action 37

38. Track Coaching Sessions to Measure Supervisor
Performance

39. Increase Market Intelligence
What do our customers think about our products and services?
39
©2011 Aspect Software, Inc. All rights reserved.

40. Combine Speech Analytics Insight with External Data
Keywords and Topics Misinformed
Speech
Talk Over Analysis
Phone Frustrating
Emotion Detection
Call Flow Analysis This is the 2nd time I’m calling
Desktop Analytics
Context
Customer Demographics
Web
Interaction History
Phone
Survey Customer Feedback

41. What ROI to Except ?
Business Pain Example ROI
Increase First
• 10-15% less repeat calls
Contact Resolution
Improve Customer • 10-20% less dissatisfied
Satisfaction callers
Improve Self- • 30-40% reduction in
Service related calls
• 5-15% increase in
Increase Sales
conversion
Reduce Customer • 10-25% less cancellation
Churn calls
41

42. Automate the QM Process
Example: Critical Sales Skills Mapped Skill Phrases
Build Rapport
 How are you today
 What’s the weather like
 How long have you lived in
 Building Rapport
Probe for Customer
 Being Courteous Needs
 Probing for Customer  What are you trying to do
Needs  What is most important to you
 What are you looking for
 Educating the
Customer Create Urgency
 Create Urgency  If you buy now
 The prices are great now
 Asking for the Sale
 We are having a sale right now

43. From Speech Analytics to Interaction Analytics
Speech Analytics

44. Determine Agent Skills that are Most Important
Top and Bottom Agents: Skill Usage Comparison
Key differentiators
to sales conversion
Even top performers are not
good at discussing benefits
No
significant
impact on
sales
conversion
Top performers follow sales
process significantly more than
bottom performers