One of the most common ways how customers can reach out to a company is by calling them. Most large companies have service centres to handle the load of incoming calls. It could be thousands of incoming calls every day, each request containing lots of valuable information – about the call topics, customer opinions, hints about the process functions, or agents skills to handle calls. How to get all this knowledge from calls without spending hours afterwards on listening to calls or writing the information down manually? One option is content analysis and automated CRM notes.
In Feelingstream, we have developed a solution that helps companies to analyse their call data automatically. We offer automation solutions that reduce time-consuming manual work. In this article, I’ll explain one real-life use case how analysing phone calls can help companies improve their customer service.
Automated CRM notes
With high phone call volumes, it is inevitable that companies do not know the content of the phone calls. The phone calls are recorded. However, the agent manually writes down the actual information to CRM about the request. Time to take after call notes is usually short, approximately somewhere between 40 seconds to 2 minutes. For short calls, it is probably enough time to take notes. However, for longer calls, the chances are that the agent doesn’t have time to write everything down and the result is uninformative comments like “I gave customer necessary information”. These kind of notes does not give any knowledge about the call later. Therefore, instead of rushing agents to take after call notes that may have no value, companies should adopt solutions that make the note-taking process smoother, automatic and less time-consuming.
How to do it? Quickly said, automated CRM notes can solve the problem. As a result of using this solution, agents can take the next call faster. CRM notes are added automatically. Agents are less stressed as they don’t have to worry about the after call notes anymore. A company who uses speech-to-text analysis would have visibility of calls in real time. They also get insight about customer relations and discover more business value.
Having voice-to-text analysis in customer service centres is not familiar to many companies. One thing is clear though – it gives companies an advantage over competitors. Delivering the best customer service and being known for it is a definite way to keep and win over new customers.
And which company wouldn’t want that, right?
Does your company have high volumes of incoming phone calls and could use more in-depth knowledge about them? If yes, write to us and let’s find a solution.