C3 SPEECH
“Careful listening is the shortest path to understanding.”

“Nothing is as easy or as useful as really listening.”

Juan Luis Vives.

SPEECH


Analytics

With our Speech Analytics solution we can collect, transcribe and analyze ‘the voice of the customer’ from all of the voice interactions of your company. By collecting and analyzing the automatic trend indicators, we can focus on listening to those important moments and systematically and continuously monitor the results. This solution will help us reduce costs, increase sales, retain customers and above all, improve the Customer experience.


PROCESS
OPTIMISATION

CLIENT
FOCUSED

TRACEABILITY

IDENTIFY
PROBLEMS
OUR SOLUTION
Why is this necessary?
It shows us how our processes, services and products are perceived.
This analysis permits continuous improvement in customer relations processes, and in the training and service delivery of the customer support teams.
It allows us to collect and assess all indicators of quality and customer experience: satisfaction, recommendation, resolution, Team strength, time management, proficiency, adherence to protocol, customer retention, losses, etc.
¿HOW do we implement this?

Information gathering

Functional design

Category definition and setting

Reports generation

Monitoring, integrated Business/Speech analysis

Tracking, implementation and improvement
BENEFITS for the client

TRACKING AND FOCUS for professional and timely event resolution

Constant analysis of ISSUES AND TRENDS on the channel

CONTINUOUS IMPROVEMENT of processes

Internal and external team SKILLS DEVELOPMENT

Development of PRODUCTS AND SERVICES customised to the requirements of the market

Optimisation of the CUSTOMER JOURNEY
(+Engagement, +Recommendation, +Satisfaction)
Implementation models: SaaS or On-premise.
Use cases
Analyse adherence to scripting
Evaluate compliance to the established standard operating procedure for service launch or sales campaign, recovery...
+ info
Improve effectiveness in sales
Quantify sales volumes, offers made, levers and best practices in the pursuit of the sale.
+ info
Increase service efficiency and reduce costs
Identify the reasons why service requests are not resolved appropriately, and then produce callbacks, transfers and waiting times...
+ info
Improve customer experience
Analyse and quantify the prime causes of poor customer satisfaction, complaints, or why the service fails to meet the customer’s expectations.
+ info
Analysis of the customer service interactions of the competition
Identify calls that make mention of the competition in order to identify opportunities for campaigns to attract customers or better practices.
+ info
Convert potential losses into customer loyalty
Identifiy those customers who are likely to seek terminations or cancellations, as well as the principal reasons behind their choice.
+ info
Increase the value of quality audits
Analysis of the principal indicators of quality of performance in an interaction: presentation, resolution, next steps,...
+ info
Supplier control
Analysis of selected KPIs for control of service delivery at all levels: service, provider, campaign, agent...
+ info

CONTACT US
Your clients’ satisfaction is our goal
First name*
Required field
Surname*
Required field
Email*
Telephone
Required field
Company
Required field
Job title
Required field
Message
I would like to receive more information about:
You must read and accept the terms and conditions.
Treatment Manager: CALL CENTER CONSULTING, S.L
Purpose: Manage and respond to your requests for information.
Rights: You can exercise the rights of Access, Rectification, Portability, Limitation of treatment, Suppression or, where appropriate, Opposition, as indicated in the Privacy Policy.
Some required field remains to be answered.