Call analytics has been a crucial component of business growth for years now. Businesses are now turning call conversation into valuable data from identifying the caller’s identity with voice signature to lie detection by studying patterns of the voice similar to a Polygraph. In any industry, the ability to evaluate the quality of calls, the state of business interactions, and even the emotions of the customer is vital. However, in recent years, the way that we look at call analytics has changed.
The rapidly increasing demand for sensational customer experience means that businesses can no longer afford to take chances with their voice technology. Without the right analytical tools in place, your company could be missing opportunities to repair dips in call performance, overcome poor customer experience trends, and more.
I believe that analytics can form the heart of an effective customer experience strategy. However, just like any transformative technology, an analytical framework needs to start with the right foundations.
Noise Cancellation Empowers Call Analytics
We all know that customer experience is a significant driving force behind the revenue potential of any business. It’s also the driving force behind everything from customer retention to acquisition and brand identity. Noise cancellation plays an important role in the CX landscape, reducing the distractions present in a discussion between a customer and brand. When customers don’t have to repeat themselves for an agent to understand them, problems are solved faster.
However, there’s more to the benefits of noise cancellation than just improving the quality of calls. To help drive positive business outcomes, many organisations are beginning to rely on the benefits of capturing and analysing the voice of the customer. Taking phone calls and the data from those conversations from all business departments can make a massive difference to your operations.
Some call centres and larger enterprise brands have thousands of hours of voice data to unlock and explore. The information and trends that a company can glean from these enormous amounts of data are incredible. Unfortunately, just having the data isn’t enough.
Most companies learn too late that call data is only useful when the data available is high quality. If there’s background noise interference getting in the way, then your artificial intelligence and machine learning systems struggle to interpret and collect critical insights.
The unfortunate truth is that when background noise interferes with the quality of the data collected, valuable information is often left unused and untapped.
Leveraging the Power of Voice
In the modern landscape, there are many different types of information available to access. Instant chat systems on a website mean that it’s easy to collect real text-based information for bots and machine learning algorithms. However, while the popularity of these environments is growing, it’s unlikely that they’ll ever truly replace voice.
Voice is still the primary choice for communication among businesses and customers. Although omni-channel communication mediums have increased the number of platforms available, voice still leads the way when it comes to critical and empathetic connections between people.
Unfortunately, changes in the way that we work and operate each day are also reducing the quality of voice data available to businesses.
Even if you’re in a B2B business that often deals with managers and administrators from other companies, you’re not guaranteed to have a completely quiet phone call. More people than ever before are making calls on the subway, or when sitting on the bus on the way home. Now, remote and home working even mean that background noise like vacuum cleaner, TV, music, and range hoods, is a constant concern.
This constant background noise is a common, yet often overlooked plague to the business landscape, particularly when it comes to unlocking the benefits of call analytics. Any background noise could embed useless information into the data that you feed to your analytics dashboard, reducing the quality of your insights. That’s where noise cancellation filters come in.