Stakeholders are often compelled to scrutinize a new tech initiative from all possible angles. Initiatives are undertaken to keep the organization’s long-term goals in mind, and technological adoptions like Speech Analytics are best proven through a Proof of Concept.
Here are the top 5 ways POC helps companies understand Speech Analytics:
Education and exposure: For a solution like Speech Analytics, it introduces the concept and offers a first look. It helps companies understand how Speech Analytics functions and what to expect from an “Outcome” perspective. In short, the POC will provide a blueprint of how Speech Analytics works and how to set realistic expectations and goals.
Functional capabilities: An average Contact Center generates about 200 hours of talk time per day making it impossible for QC teams to monitor, track, and analyze the calls manually. Does it use phonetics? Can it provide insights in the form of customizable reports? Can it be easily deployed? The POC will tell you comprehensive the Speech Analytics solution can be.
Fits into objectives: A POC provides a clear understanding if Speech Analytics as a technological solution fits into the objectives of the Contact Center and the overall CX strategy of the organization. Can it help Contact Centers lower AHT, reduce customer churn propensity, and increase FCR? Can it impact revenue through better sales and collections?
Align teams: The POC will also help companies prepare to execute the pilot and the full-scale deployment (at a later stage) of Speech Analytics. Companies can get relevant stakeholders involved and have the right teams aligned to execute a full-scale deployment. Without the POC, it is almost impossible to figure out a way to align resources and infrastructure for the implementation phase.
Envisage potential ROI: That the POC can provide visibility into, and help decision-makers envisage, the potential ROI is a welcome thing. It provides an overview of what Speech Analytics can do with respect to contact center metrics, such as agent attrition, agent training, compliance adherence and others. These metrics have a direct influence on the business growth and profitability of the contact center and thereby, are critical components for ROI analysis.
This way, companies not only realize the technical advantage of going ahead with Speech Analytics but also the long-term financial benefit they will reap out of the implementation.
As CXOs and decision makers, it is not easy to take a call on implementing Speech Analytics without solid use cases. This is where the POC plays a pivotal role, it provides a clear overview of what Speech Analytics as a powerful tool can help Contact Centers improve CX through better business insights.