Call Analytics Software

DialConnection’s Speech Analytics allows you to capture valuable information about your operational performance. From assessing agent attitudes and communication skills to measuring the effectiveness of following scripts or company standards and discovering key trends, this solution is an invaluable tool for better understanding your business.

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DialConnection’s Speech Analytics allows you to capture valuable information about your operational performance. From assessing agent attitudes and communication skills to measuring the effectiveness of following scripts or company standards and discovering key trends, this solution is an invaluable tool for better understanding your business.

Measure Compliance and Emotional Intelligence

One of the major benefits of Speech Analytics from DialConnection is that it uncovers valuable information about your team’s compliance, problem resolution, sales effectiveness, communication skills, politeness, and professionalism. Easily discovering how often your team forgets the mini Miranda can be critical for maintaining proper training and compliance standards.

Speech Analytics can analyze speech patterns, like silence and talkover, to assess the professionalism of your team. And with automatic sentiment analysis, you can learn about the emotional intelligence of your contact center employees and understand how customers respond to certain approaches. These understandings can allow your management team to create a plan to improve first call resolution, lower your average handle time, and improve overall customer satisfaction.

Discovering Common Data Threads

Using a highly accurate text-to-speech (TTS) algorithm, DC Speech Analytics can provide a complete transcript of each call, with attribution to each participant on the call. Then, using DC Speech Analytics’ free-form search capabilities, you can easily search the text to discover important operational trends and learn more about how your business runs every day. For instance, you’ll be able to readily learn why calls increase on a specific day, such as the day after a new policy goes into place.

You’ll better understand the wants and needs of your customers based on what the most commonly asked questions are and what topics are discussed most often. And you’ll be able to better understand the effectiveness of your cross-sell campaigns by analyzing which sales tactics are used by your most productive agents and then using those examples to train other agents.

Agent Performance Reporting and Call Agent Scorecards

Speech Analytics is an incredibly powerful tool for tracking agent performance and evaluating how well each player on your team is performing. You can create call agent scorecards by utilizing performance metrics around tone and call completeness.

Using Speech Analytics for post-call analytics, you’ll be able to evaluate how well your agents are doing on a day-to-day basis.