Speech Analytics Platform Provides Insights into Contact Center Engagement

CASE STUDY (US)

The Challenge

Identifying themes in our Contact Center where a caller expresses confusion, dissatisfaction, or other points of interest, or what are some of the most common topics?

The Approach

Identify a list of targeted sets of phrases in the following categories:

• “Understandability” language defined as the caller expressing confusion or a lack of certainty. Key phrases include:
  • “This is confusing/complicated”
  • “I don’t understand”
  • “I don’t know what you’re talking about”
  • “Not following/understanding”
  • “It’s unclear”
  • “What are you saying?”
  • “What do you mean?”
• Dissatisfaction language where any frustration is expressed
• Empathy monitoring looks for an expression of hardship by the caller and if the Clinical Educator expresses empathy in response

The Solution

Leverage our speech analytics platform to look at the relevant tagged moments from a set of calls in combination with highlighted topics from our business account team.

Across different programs we have helped to identify a number of insights such as:

• Questions that are consistently confusing patients and should be reworded
• Topics that patients find most frustrating about a process
• Common points of frustration for patients across other parts of their journey. Experiences that they’ve had before interacting with our team