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Agents work hard every day to communicate with customers. They keep track of customers’ performance throughout the day, leaving their own aside. They do their best to maintain quality and represent the brand in their best way. And finally, they would like recognition for their efforts.

It is somehow impossible to review all customer calls and analyze each agent. You can hire a team for this, but doing it manually is still very primitive. Imagine if you had a solution that generates reports, triggers actions, or even pushes an agent based on what is being said during a call. This is what voice analytics does.

What is voice Analytics?

Voice analytics is a call center solution that allows you to record and analyze every customer conversation. It is able to recognize different emotions of customers through their call and deduce how the agent has acted.

Voice analysis is ideal for running compliance checks on previous calls or script errors. They also recognize recurring fog horns when the agent spoke. All of these red flags can be identified and then addressed by drivers. This will allow you to send some of your representatives through training or product training to ensure better performance.

Speech analysis software was originally created to translate speech into text. But now it can analyze sound patterns to identify a customer’s emotions. Call analytics has been around in the area of ​​commercial customer support for many years and can be used to improve agent performance and increase customer satisfaction.

What is the importance of voice analysis in a call center?

The voice analysis solution is an important component of a call center. Analyzing heaps of customer conversation data is no easy task. Voice analysis can automate this process and generate reports of customer intentions, key triggers, and other relevant knowledge. Therefore, it can potentially improve your agent’s performance and increase customer satisfaction. Here are the benefits:

  • Customer Satisfaction:

    Voice Analytics can detect popular emotions expressed by your callers during calls. If the general expressions are positive, it means that you are on the right track.

  • Reduce costs and increase productivity:

    Voice analytics automates the quality control process. Voice analysis analyzes 100% of calls in real-time. You no longer need to add your QA team to your call list, and at best, they can do your part. Instead, use a robust tool and have real-time detection of real-time triggers, such as purchase intent, purchase volume, and more. This will allow your instructors to monitor such calls and, if necessary, assist the agent as part of the speech or by instructing the call.

  • Increased Opportunities:

    Use voice analytics for your sales and marketing campaign. Understand your customer profile and curate your approach accordingly.

How to use agent analytics to improve agent performance?

Certain best practices in voice analytics can make great changes to your existing mode. With this in mind for your business goals, use this tool to get the best results. Let’s talk about some of the best practices in voice analytics.

Allow your agents to monitor themselves.

It is one thing to get feedback, but another is to identify your mistakes and correct them without any external impetus. Enable your agents with voice analysis reports by default. When they review their daily reports, they automatically understand what’s wrong with them. Such initiatives provide clarity and motivate your agents to improve themselves. This eliminates the need for micro-management and promotes a positive work culture. There are also situations where the system may use voice analysis to provide agents with information that can help them talk to customers.

Agents can fill in their KPIs.

As we all know, there are different key performance indicators that an agent must meet to succeed in the business. By enabling voice analysis, agents can easily achieve their goals. Voice recordings allow agents to identify common errors such as rejection, unwanted pauses, long greetings, and other issues. By learning from these mistakes, they can finally meet their KPIs, such as average call handling time, customer satisfaction score, first call resolution, and so on.

Better agent productivity.

Voice overview shows why your customers aren’t interested in your product or service. If this problem is identified, your agents will be able to track customers with a different USP. Instead of using a failed marketing strategy for endless failure, agents can improvise and interact with customers differently.

A smart training process for agents.

Voice analysis software teaches your team about relevant customer reactions in a variety of situations. When conducting role-based agent training, use valuable information from voice analytics to mimic customer responses. Based on these, train your agents to deal with these situations. When your agents simulate worst-case scenarios, they become more confident. This allows them to provide a better customer experience in bitter scenarios.


Voice analytics is here to stay and grow. Its many applications make it a key solution in contact centers and many other industries. Voice analysis is a useful solution from improving agent performance to a warning in case of non-compliance.

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