Speech analytics is the process of analyzing recorded calls from call centers to gather information. This information can be determined from what the customer is saying as well as what the customer is not saying. Speech analytics includes automatic speech recognition, the analysis of certain key words and phrases, and even gathering information from the silence.

Call centers are improving customer satisfaction by gathering information about strategies, their products and any operational issues the customers are experiencing. This gives important insight into what customers actually think about a company and their various products. Customer complaints may also call attention to issues in the company which management didn’t even realized existed. Issues in performances, operations, marketing, and sales. This is one of the most important tools available to call center management.

Critical information would be lost if calls could not be recorded and analyzed after the caller hangs up. This post process is extremely effective and offers tremendous value in identifying root causes during calls from satisfied and unsatisfied customers.

Call center software that has speech analytics capabilities allows companies to be proactive and quickly fix obvious problems. This is keeping them much more competitive and in a world where one-click shopping can redirect sales from a company and word of mouth has expanded exponentially due to social networking, companies need every edge they can get to keep their customers happy!