06 August 2015

Are Your CSRs Gaming The Speech Analytics System?

If you think speech analytics alone will change the way you approach customer service, winning business, or call monitoring, think again. There’s a problem going on with this system that you may not even be aware of, and it could cost you your customers.

How do CSRs game the system?

If your business uses speech analytics as a way to grade inbound calls, you’re employing a robot to look for key points in a phone conversation. Those key words or phrases, once spoken, trigger the grade—essentially, as long as your employee is saying the right words, it doesn’t matter how or in what way he or she says them. This gap in the system can be exploited by employees.

Here’s an example of one retention call I recently listened to: The customer was asking several questions, and the CSR began to get ugly with the customer. While what the employee said wasn’t as notorious as some past incidents, it was still obvious to me listening in that he was being rude and disrespectful. His sarcasm was demeaning to the customer, and the customer was beginning to realize they were being made fun of… and how do you think they reacted?

Speech analytics aren’t enough to secure your reputation.

Here’s what should terrify you: with speech analytics alone, this company might not have known what that rogue employee was doing until it was too late. When you consider the effects of customer reviews on a company’s profit potential, it really is frightening to think that companies are leaving this entire part of their operation exposed and, essentially, open for attack.

Confronting & Combating Rogue Employees

If you’re looking for a way to grade calls that isn’t strictly picking up words in a sentence, you’re looking for a human touch. While speech analytics are great for quickly sorting through massive amounts of data to find results about yes or no questions, they cannot replace a human when it comes to tipping you off that an employee could potentially be costing you business. That’s where Callcap’s call monitoring and customer recovery tools can be the difference your company needs.

  • Real, live humans understand tone and inflection. Disgruntled employees may be able to slip past one (or dozens) of robots, but a person listening to your employee yell or demean your customers will pick up on it—and notify you—immediately.
  • Unlike speech analytics, a person monitoring your calls means your CSRs won’t have the opportunity to deliberately game the system by using key phrases incorrectly. For example, lazy employees can easily slip the phrase “long distance” into a conversation if that’s a phrase they’re trying to sell. Speech analytics may allow that employee to get away with it, but an unbiased, third-party call monitoring partner won’t.

The stats prove there’s a distinct difference in choosing between a robot or a human to monitor your calls—67% of customers have hung up the phone out of frustration because they could not talk to a real person. By putting real, live people on the phone with customers—and then keeping those employees accountable with call monitoring and evaluation tools—you will be able to keep your customers happy and earn new business.