Speech Recognition in Call Center Environment
How is speech recognition applied in call centers?
Call centers most commonly use speech recognition for:
Speech recognition can be used to cut waiting times and provide customers with the information they need.
Sometimes customers do not actually need to speak to a live operator, for example, if they have little time or they only require basic information then.
Incoming customer calls are filtered according to requirements. The costumers that require basic information are automatically directed to the speech recognition system. The system quickly determines the nature of the enquiry through a series of prompts. If necessary, there is an option to speak with a live operator. Speech recognition reduces the average call time, freeing up agents for more complex calls.
Speech recognition solutions redirect callers to the right department.
Costumer dissatisfaction is sometimes caused by having to wait in a queue to get through to an operator or, finally being put through to the wrong operator. Speech recognition can allow callers to choose a “self-service” route or alternatively voice their request and be directed to the correct department or individual.
Speech recognition solutions help handling high volumes of customer service enquiries from regular customers.
Push button IVR is often complicated and frustrating.
Due to poorly implemented systems, IVR and automated call handling systems are often unfriendly with customers.
The speech recognition system simply asks the customer what they need and then redirect them to the most appropriate department to handle their call.
• Automated identification
Speech recognition solutions authenticate someone’s identity on the phone without using risky personal data.
Today identity fraud is a big problem. Some advanced speech recognition systems provide an answer to this problem using voice biometrics. This technology is recognized to be a major tool in countering telephone-based crime.
A voiceprint is created based on specific text such as Name and Account Number. The utterance is stored against the individual’s record. When the customers call, they can simply say their name and if the voiceprint matches what they have stored, then the person is put straight through to a customer service representative. This takes a few seconds and exempts the costumer from running through a series of tedious ID checks such as passwords, address details etc.
Learn More About:•The benefits of speech recognition for call centers.•The uses of speech recognition in call centers.•The advantages of hosted speech recognition over premise-based solutions.
Stan Billue releases his classic Sales Training Series in MP3 Format
June 09, 2009 by Stan Billue
Although recognized as one of the top Telemarketing Sales Trainers in the World, Stan Billue is the first to admit that he is rather slow on adapting to new technologies. Stan stated; “I was probably one of the last professional Speakers to add a Fax Machine, a Computer and then a Cell Phone. I also drug my feet at converting my Audio Series from Cassettes to CDs a few years ago.”
Contactual Partners with Pipkins to Provide Workforce Management to Contact Center Customers
June 04, 2009
Joint Marketing Partnership Brings Together Best in Class Workforce Management and Hosted Contact Center Software.
SAN CARLOS, CA, June 04, 2009 /24-7PressRelease/ -- Contactual (http://www.contactual.com/pr), the global leader in on-demand contact center software that empowers customer facing organizations to end customer frustration, and Pipkins, Inc. (http://www.pipkins.com/) a leading supplier of workforce management software and services to the call center industry, today announced they have joined in a partnership to cross sell technology. This agreement will provide a direct connection for call center managers looking to combine a trusted workforce management system with hosted contact center software.