Overview

This article provides some ideas and use cases for the Verba speech search feature. Most used scenarios all revolve around finding certain topics in a particular conversation and identifying sentiments on either party.

Search is a great tool for quality assurance and enables e.g. contact center supervisors to quickly find key points in conversations and provide feedback to agents. Enabling Auto Search for frequently used phrases with greatly increase the speed of searches for those phrases.

Examples of speech search in quality assurance and compliance

The ideas presented here are just the tip of the iceberg. Speech search and analytics requires an ongoing refinement process. The effective techniques are heavily dependent on your field of business.

The following categories represent just a few of the countless scenarios, where your business can benefit from the Verba Recording System with Quality Management and Speech Analytics.

Agent evaluations

You can use Verba speech analytics to support your contact center agent evaluation process.

Proper greetings

Checking if agents properly greeting your customers:

- "Welcome to <your company name>"
- "Thanks for calling <your company name>"

Compliance message

You might want to check if your agents properly inform the customer about recording:

- "Call will be monitored"
- "Call will be recorded"

Verify if your agents are following legal compliance guidelines:

- "Your contract comes with 2 years binding period"
- "Past performance does not guarantee"

Inappropriate phrases

Spot rude or inappropriate language quickly and efficiently.

Agent insecurities

Certain phrases point to situations where the agent needs more training or better processes:

- "I need to ask my"
- "I am not sure"
- "I'll be right back"
- "let me talk to a colleague"
- "hang on a second"
- "let me put you on hold"

Voice of Customer

Customer satisfaction

Collect and auto-search phrases that indicate satisfaction and dissatisfaction with your services, like:

- "I am not happy"
- "I would expect better service"

Campaign responses

Your ongoing marketing campaigns will change communication patterns of your customers:

- "Buy One, Get Two" (notice, how numbers are written as text, it is a requirement of the search solution)
- "Complimentary Subscription"

Using this technique your marketing team can get qualitative feedback about campaigns.

Competitors’ names

You can learn a lot by listening to what your customers have to say about your competition. If those names are too short, try to put them into relevant phrases that provide good context for the recognizer.

Money back policies

If you want to investigate your money back policies in action, try to create saved searches for:

- money back (might be too short for high accuracy, so you can try longer typical phrases)
- credit on the invoice
- service credit
- reimbursement

Sales Performance

Opportunities for up-selling and cross-selling

Find opportunities by searching for customer needs:

- "My internet connection is slow"
- "My new car" - you might sell insurance

Identify buying signals

Search for buying signals and train agents when opportunities are missed:

- "Before I order, I would like to"
- "Can you go into more details"

Sales delivery

Evaluate how your sales team talks to customers and listen to responses.

Identify typical phrases from your companies pitch and focus on reactions after the pitch is delivered.

- "Is that something you are looking for?"
- "Do you find this information valuable for you?"

You can use Saved Searches in Verba, to easily create reusable queries that focus on multiple phrases. In Q3 2014 we will release functionality that allows you to create and use categories (like Money Back Policy in the example above), that will automatically classify calls based on your phrases and rules.

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