Home About Us What Is Speech Analytics Why Use Speech Analytics Proven Consultative Approach Case Studies
&
Partners		 Careers Contact Us

Speech Analytics Case Studies

"Speech analytics will become the standard performance tool across the call centre industry. The companies that will gain the most advantage, will be the early adopters, who use the tool to seize ground from their competitors."
Alan D. Baker 2009

Speech Analytics Limited and our partners make a point of contributing to the increasing number of white papers available on the successful engagement of our consultative approach to this market.

Please contact us for a copy of any of the white papers below.

Speech Analytics Partners

Speech Analytics Limited relies upon and works closely with its partners to significantly enhance the depth and scope of it's service offering. While we are platform independent, we rely upon Katalyst Communications Limited to provide the relevant technology and expertise to help deliver our analytical and telecommunication services www.katalystcommunications.com.

Case Studies

Customer Satisfaction
Using speech analytics to serve customers better. "Speech analytics results showed that 30% of all agent talk time was in fact silence and the drop in customer satisfaction was due to in-call waiting." request white paper		 Call Centre v Business Performance
Using speech analytics to explore the origin of  influences effecting company performance. Categorising between call centre, company and external factors. request white paper
Report into Call Centre Operation for A Phone Service
Investigate and report on 4 areas of their operation.
  1. Compliance of agents to defined procedure.
  2. Understand the reason for sharp increase in return callers.
  3. Understand the reasons for account and service cancellations from customers.
  4. Understand why some many agents were transferring calls to supervisors and managers.
    request white paper
 Credit Card Quality Team
"The biggest benefit here is that it delivers calls that we want to review, the potential failures against our internal procedures, as opposed to listening to calls of which 98% are in line with our internal guidelines. We can focus on the exceptions. Quality Development Coordinator

request white paper
  Uncovering 1st Contact Resolution Issues
While performing analysis on compliance for an FSA regulated customer, speech analytics discovered a large number of short calls amongst the expected longer sales calls. These calls were inbound from customers seeking to complete their application but because they arrived in the wrong department the customers were being asked to wait for a call back, rather than being closed on the phone. request white paper		 Detecting Call Centre Fraud
Speech analytics allows companies who deal with and record large numbers of telephone applications to virtually listen to every call and identify, cross reference and review all calls matching a set criteria. request white paper		  
© 2010 Speech Analytics Limited Registered in England and Wales
Company number 7071046

Privacy Statement  Legal Disclaimer Links

 		 Resources
Methodology
Case Studies
Partners