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Beyond Call Metrics: Caller Insights for the Marketing Manager

Recently, we discussed call tracking metrics, and which ones you should be using in your campaigns. For many marketing managers (or VPs of Marketing, Marketing Directors, etc), any insight into what will ultimately be a successful marketing/advertising/promotions campaign is critical. Now it’s time to get a little more granular with the planning stage.

Call volume trends and consumer profiles can provide useful insights if you know what to look for. Here are a few trends to watch and how they can help you improve marketing campaigns:… Read more » 

Quality Management Made Easy with Sentiment Analysis

Employee-customer interactions are a key part of a business’s success, particularly over-the-phone interactions. These conversations can have a profound impact on the customer experience. That’s why many businesses use call recording and speech analytics tools to enhance quality management.

But how a person says something can be just as important as what was said in the conversation. Many of us have heard someone say one thing, but the person’s tone of voice indicated something entirely different. That’s why analyzing customer tone during phone conversations is a crucial part of creating an exceptional customer experience. A sentiment analytics solution helps improve quality management in the following ways: … Read more » 

3 Ways Call Routing Can Work For You While You Work From Home

800response has helped our customers meet these challenges using the call routing services that we have offered for years. From rerouting calls to remote agents to anticipating customer concerns, we’re helping businesses like yours adjust to the shifting landscape of COVID-19.

Here are three ways call routing can work for you while you and your employees work from home.

While there are various advanced routing tools to direct your incoming calls to different store locations, you can also route them to other locations in any manner you choose. You can have the call ring to the agents in a round-robin fashion, route all calls to ring to a single agent, or prompt callers with a message that allows them to select the right person for the call. So rather than changing your tracking numbers, you just have to decide how you want to reroute those calls…. Read more » 

Three Hidden Benefits of Call Transcription

Speech to text transcription converts audio to text so that managers can quickly scan the calls instead of listening to the entire recording. Searchable call transcriptions make it even easier to monitor calls for quality. Managers can search all calls for specific words and phrases within a determined date range. This is far more accurate and efficient than manual call monitoring. … Read more » 

Improve Business with Speech Analytics

We all know that an unforgettable vanity 800 number is a great call-to-action for businesses to attain more quality incoming leads.  But once those calls start coming in, then what? The phone ringing is always a welcome sound, but it’s just the first step. What businesses must focus on next is making sure those calls lead to a satisfying conclusion – for both themselves and the caller.

However, businesses may find themselves struggling to get the results they want from their incoming phone leads. Whether it’s difficulty closing a sale, or even just convincing a prospective customer to come on site, it can be extremely frustrating to hang up the phone and not be able to figure out what went wrong.  And even with call recording allowing businesses to listen to the conversations to glean information, it can be a very time-consuming (and not always accurate) process…. Read more » 

What Is Speech Analytics

Despite the growing number of brick-and-mortar locations and the rising prevalence of online portals, phone calls remain the most prevalent mode of interaction between a customer and a company. Customers place thousands of calls to companies on a daily basis, placing orders, asking questions and seeking services.

For companies, these one-on-one interactions with the customer are incredibly important. Not only do they allow the company a chance to build a relationship with the customer, but these phone-based customer interactions also provide the company with insights into their customers’ lives and interests…. Read more » 

CallFinder-800response Provide Business Resources to Gain Customer Insights

Our sister company, CallFinder, recently made a suite of resources available to businesses that are looking to extract customer insights from their recorded calls with customers, allowing them to gain the data and knowledge they need to improve voice of customer analytics programs, and improve their operations and efficiency.

CallFinder is making their suite of free white papers available to guide businesses in using cloud-based call recording and speech analytics technology, also known as audio mining, to help them identify why customers call their business, what makes them satisfied, and what causes dissatisfaction…. Read more » 

Speech Analytics Accentuates the Positive, Eliminates the Negative

In the words of Johnny Mercer and The Pied Pipers…”you gotta, accentuate the positive, eliminate the negative.”  We’ll skip over the part where he sings “don’t mess with Mr. In Between” because when dealing with analysis of the conversations taking place between your employees and your customers, it is essential to mess with the in between as well, meaning all recorded phone calls.

Speech Analytics technology has been around for several years now, though businesses are still slowly gravitating to the automated solution for analyzing business calls. For many years, and still to a pretty big degree, call centers – internal our outsourced – have been analyzing calls manually by listening in and analyzing their real-time, and in some cases recorded, conversations with their customers. And while we’re all aware that call center conversations are monitored for quality purposes, speech analytics will take a conversation and analyze it through software; therefore automatically and in real-time…. Read more » 

5 Reasons Why Voice Remains a Vital Channel

As published in Connections Magazine, June issue…

This article gives a great overview as to why voice communication with customers, meaning phone conversations, remains important to the nature of business today.

With all the fuss, excitement, and chatter about new media marketing channels – digital and mobile – it’s a wonder we can hear and think about anything else. But the voice channel remains a vital conduit for customer engagement, sales, and service. In fact, the digital marketing explosion, featuring tools such as push-to-call and mobile advertising, is actually driving more consumers to the phone. Companies therefore, have to keep the consumer phone-call process vibrant, dynamic, and effective…. Read more » 

How Businesses Benefit from Audio Mining

Audio mining technology is continuing to improve and call centers can take advantage of this software to help the bottom line. Audio mining can provide direction for improving training for employees, identifying process improvement opportunities and consequently improving customer service.

What is Audio Mining?

Audio mining is software that is programed to review recorded phone calls to recognize specific words and phrases; for example words such as “bill”, “calling back”, “ask my supervisor” or “I don’t know”. Specific words and phrases can be identified in recorded conversations, and then categorized by the speech analytics technology into groups, such as “marketing”, “sales” or “customer service”.  Because it is a software program, a large amount of information that is contained within the recorded calls can be scanned and analyzed much faster than if a person were to manually listen to recorded calls in their entirety…. Read more »