A beginner’s guide to speech analytics

Faith Ocampo Published on June 1, 2016

bearded-businessman-in-glasses-listening-to-headphones

Speech analytics arms contact centers with customer service and sales strategies that are driven by consumer insight.

Speech analytics tools have become commonplace in contact centers. Its adoption is driven by an array of benefits, from fraud prevention to quality management to compliance with service protocols.

But while many customer service providers are reaping these advantages, others are still testing the waters. Some are curious about its capacity to transform call center operations, while some are struggling to integrate it into their current framework.
Regardless of your reasons for delaying adoption, this article will help you understand everything you need to know about this particular subset of data analytics: the basic definitions and the most important uses.

Let’s start with the definitions.

Because of its myriad applications, no single definition of speech analytics exists. But in a contact center setting, it’s the process of analyzing recorded calls to understand customer interactions.

business-team-looking-at-laptop
To give you a visual, the analytics tool is usually composed of a speech processor that converts voice to data. The same analytics software then indexes these data to make them searchable. Of course, there’s an interface that allows a user to access the database and apply specific analysis functions.

This enables managers to turn customer insight into actionable steps that enhance customer support and sales techniques. As a form of data analytics, this tool lets managers understand the topic(s) being discussed during a call and identify the emotions that may have been expressed, which are deducible via voice patterns.

What are its uses?

1. Monitor agents’ compliance.

customer-service-agent-working-on-laptop

A speech analytics tool will flag down interactions where your protocols have been breached. Of course, you’ll need to look closer at these calls for better monitoring. In doing so, you can identify who among your agents are being unproductive or not proactive. You can then re-train those agents and design skill-boosting classes to target their needs.

2. Evaluate performance quality.

glasses-notepad-by-laptop-man-with-clipboard-in-sunset

Many call centers have crude evaluation processes. Some randomly pick calls to evaluate, which makes the entire process prone to errors and loopholes. An automated software can crawl through all interactions to subject them all, without exceptions, under the same rigorous quality assurance process. Moreover, you can compile best practices so you can implement a stronger and more effective way to convert customers.

3. Resolve disputes.

businessman-reading-laptop

Operating in the customer service industry, you probably already know that every single concern a customer raises is unique. Some may not be covered by your customer service manual, and some may involve management-level decisions. Using an automated analytics software that takes into consideration the customers’ emotions, you’ll be able to implement direct solutions.

4. Gather customer feedback.

intrigued-employee-reading-laptop-clipboard

At the heart of every data analytics process is customer insight. If a call center truly understands the issues customers usually face, they can improve their business process. You can calibrate your analytics tool so they can analyze patterns in interactions.

Speech analytics allows a contact center to make sense of voice-based interactions so they can improve future transactions with customers. Championing the customer’s preferences, brand managers will be able to come up with strategies that simultaneously facilitate conversion and uplift the customer experience.

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO Yesterday
Delivering outstanding #CustomerSupport on over #SocialMedia promptly is essential for enhancing #CustomerSatisfaction and improving the overall brand experience.

But how can your brand consistently deliver on this crucial front?

Improve your customer interactions and build stronger connections on social media by reading all about it on our blog: https://buff.ly/sdjJ2A3

——————————
Give your brand a CX boost on the social web!
Outsource to a #CustomerService expert today: https://buff.ly/aBetHaO

#WeSpeakYourLanguage
#CustomerService #CSat
#CustomerExperience #CX
Open Access BPO 11 days ago
The world is getting smaller, and your customers come from all corners of it!
Partnering with a culturally diverse #CallCenter team isn't just the right thing to do, it's a smart business move.

Learn about the key benefits in our blog:
https://buff.ly/360SqHP

----------
Want a high-value #CustomerExperience for your diverse audience?

Let our multicultural teams help your brand break into international markets without worries.

Contact us today: https://buff.ly/59i7YD6

#WeSpeakYourLanguage
#CX #diversity #inclusion
Open Access BPO 11 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 11 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 12 days ago
Open Access BPO conducted Plant It Forward, a two-part tree-planting initiative, held in Laguna and Davao in May and June 2025.

Volunteers from both activities planted 300 Philippine indigenous trees, which were selected to help maintain the biodiversity in the area.

“This program is more than just planting trees; it’s about cultivating a culture of social responsibility within our organization and demonstrating our commitment to the communities where we operate,” said Joy Sebastian, Global VP at Open Access BPO.

This is only the start. Open Access BPO vows to continue investing in such environmental projects, affirming its core value of creating positive impact.

Read more about the green initiative here: https://buff.ly/HjTlHZC

#WeSpeakYourLanguage
#OABPOPlantItForward
#OABPOcares #IdeaHubOABPO
Open Access BPO 12 days ago
𝐀𝐝𝐝𝐢𝐧𝐠 𝐯𝐚𝐥𝐮𝐞 𝐭𝐨 #𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐦𝐞𝐚𝐧𝐬 𝐠𝐨𝐢𝐧𝐠 𝐭𝐡𝐞 𝐞𝐱𝐭𝐫𝐚 𝐦𝐢𝐥𝐞 𝐟𝐨𝐫 𝐲𝐨𝐮𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬.
This means transforming basic interactions into meaningful connections.

It's the secret to building strong customer loyalty and driving business success by making customers feel valued and understood.

Dive deeper into what makes a truly value-added #CX and how it can significantly boost #CustomerLoyalty and overall business success: https://buff.ly/8Wxb9gw

——————————
Ready to transform your customer experience? Don't settle for less; elevate your #CX by partnering with a #CallCenter that truly goes the extra mile 24/7.

Learn how our dedicated team can enhance your customer interactions and drive loyalty.
Take the first step towards superior CX today: https://buff.ly/L6dUG5E

#WeSpeakYourLanguage
#CustomerSupport #BPO