Conversation Analytics

In a contact center, ever single conversation poses an opportunity or a risk

It is no secret that contact centers are experts at measuring data around calls – conversation and retention rates, call and hold times and more. The problem is none of these metrics analyze the actual content of the conversation. In an average ten-minute call, an alarming 80% of the conversation is ignored. Most of the data about the conversation is gathered from post-call surveys.

Customers are great at letting contact centers know what they’re doing right and wrong – it’s just that businesses don’t have the tools to listen.

For the fist time, Seacrest Technology gives businesses the power to unlock insights from every business conversation. Using our conversation analytics engine you can now truly understand wat your customers and staff are saying, meaning and feeling when interacting over the phone. It turns what’s said in every call into data that can be searched, measured and analyzed. When 100% of your calls are monitored and analyzed, you have all the data you need to undersatnd your customers, empower your staff and protect your business.

A Regtech solution for the Financial Services Industry

The increased scrutiny of the culture and conduct of financial services companies generally require a new level of understanding of what’s really happening on your watch. The clear message from the regulators is to ‘get your house in order’, be proactive in understanfin what is really happening internally, and that a defensive and reactionary approach to regulation could leave companies exposed. Regulators globally, inclusing the Austarlian Securities and INvestments COmmission (ASIC) and the Australian Prudential Regulation Authority (APRA), are strengthening their use of data analtics in surveillance, investigation, and enforcement.

Given the emphasis by regulators on data analytics, it is reasonable to assume that having a system in place to capture, analyze and obtain actionable insights from data, will be an important element in compliance.

Pinpoint the drivers that make your business perform at its best

Maximizing sales in your business takes understanding. For example, do you know what your customers are buying and why? Do you know which channel is most successful for driving sales? And, if so, can you quantify the drivers to repeat this process in the future?

Our Conversation analytics technology allows you to answer all of these questions and more – all at the click of a button. When you have the data from every single conversation in your workplace in front of you, you can analyze it to identify the exact behaviors that lead to results. You can pinpoint the best times for your agents to cross-sell and up-sell during their calls based on previous instances. You can tailor your scripts to make sure each phone call taking place is optimized for a higher close rate.

You can create specialized training programs that teach your agents how to boost your sales through best practices.

Unlock voice data and transform your organization

Phone calls are the real-life Voice of the Customer. They contain honest, unbiased information about your customers – the information you need to truly understand what drives sales. With Seacrest, you have access to 100% of calls across your organization in the form of transparent, accurate and actionable data. Our conversation analytics solution delivers a bird’s eye view of your entire customer base while uncovering detailed information about each call at the same time.

Boost your efficiency

In any workplace, it goes without saying that time is money. It’s in every business’s best interests to increase the efficiency of their processes to drive sales, keep staff morale high, and customers happy. The insights from voice data can help you determine which agents have the skills required to handle particular inquiries, and identify broader routing issues to help optimize your workflow.

The results are simple. When you identify and remove inefficiencies in the call process, you’ll be able to speed up handle time and allow operators to take more calls.

Our solution delivers data which directly affects your bottom line with decreased customer attrition, better workforce training and engagement, fast campaign tracking, ongoing feedback process and revenue growth.

We help you put the voice in Voice of the Customer

We’ve said it before, but we’ll say it again: customers are one of the most important elements of your business. That’s why EVS places a high premium on customer experience. Through our technology, you can create a new world of customer satisfaction and propel sales, marketing and of course, customer relations. EVS is about creating a synchronized harmony within your business, where you and your customers are the ultimate winners.

All conversations are, in fact, customer surveys happening in a natural environment. The problem is that most businesses don’t have the right tools to access this vital voice-based feedback, resorting to limited post-call surveys instead.

For the first time, EVS helps you unlock information from every single call that takes place in your business. This information gives you a full scope of factors to consider, like where your customer service program is excelling and which areas need improvement. You can pinpoint the triggers that cause customer churn and identify all calls that have dissatisfied tone and sentiment – all at the click of a button.

Understand everything that’s being said in your organization

Data visibility is essential to understanding and improvement. Having the ability to monitor every conversation in your business and apply the same metrics to each call means transparent, consistent reporting. With EVS, you don’t need to wait months to conduct a customer satisfaction survey to learn how your customer experience is tracking. All of the information you need will be at your fingertips immediately.

Get a real understanding of your Net Promoter Score

Your NPS measures your company’s heartbeat – the higher the score, the healthier the company. The problem is that it delivers no actual insights into what the potential problems in your business may be. Without additional information, it’s impossible to learn what customers actually think. This is where EVS can help. Our technology puts the voice in Voice of the Customer programs and allows you to hear everything that’s being said across your organization. By unlocking voice data, you can pinpoint NPS drivers and make adjustments toconitunally improve your score.

Connect with your customers like never before

When it comes to building a bulletproof marketing strategy tailored to your audience, there’s only so far that post-call surveys and market research will take you. Think about it: your business already records every call that takes place, but over 80% of each conversation is ignored. This means that you’re missing out on a wealth of valuable data that can help you better understand your agents, customers and business performance.

This is where our industry-leading processing engine, EVS, can help. Using our powerful technology, you can create customer profiles showcasing buyer behavior. You can get an insight into what your customers are buying and why, which channels are most effective for driving sales, and which campaigns have the highest and lowest conversion rates. In turn, you can identify conversion barriers and identify the drivers of customer churn.

As well as better understanding the customer journey, you can also use this information to test marketing messages and learn what your customers are saying about competitors. You can then offer a competitive counter-offer and increase your chances of closing a deal.

By unlocking the content of every conversation, you make your voice data work for you.

Get insights into every campaign

Let’s face it: assessing your campaign’s performance can be time-consuming. With EVS, your calls are processed automatically at a rate of 140,000 minutes per day – at this rate, you can discover your campaign’s strong and weak points in just a few days. As well as taking into account the outcome of each conversation, EVS also collects information about the emotion of the person on the other end and tracks it through the whole exchange. This means you can spot weak points instantly and finetune your script to perfection.

Happy staff makes for happy customers

It’s no secret that great customer experience is a direct outcome of employee engagement. When you support the wellbeing of your staff and invest enough time and effort into cultivating their skills, you’ll be able to see the results in your sales reports.

Not to mention, replacing employees due to high agent churn is a time-consuming and expensive process. When you provide a positive working environment with the opportunity for growth and development, you’ll be able to reap the benefits of increased staff retention – and save the money you’d otherwise be spending on hiring each year.

While all agents undergo similar training in an organization, not all retain knowledge at the same pace. EVS allows you to take control of your agent performance by quickly revealing which representatives require additional training, letting managers know which areas need improvement and identifying best practices from your highest performing agents.

Work with your agents for better outcomes

As our technology splits conversations into separate channels for each speaker, it can accurately assess the emotional state of both participants in the interaction. What’s more, ongoing monitoring can unveil mood patterns for individual agents, allowing managers to intervene when they’re experiencing strong negative emotions – limiting their frustration and reducing churn.

Turn conversations into understanding

At the moment, enterprises base their customer experience efforts on partial information, often biased by subjective opinions. Conversation analytics means taking customer feedback from 10% to 100% without ever conducting a survey. All the information you need will be right there at your fingertips.