The Impact of Speech Self Service In Call Centres

Article Written By: Kathryn Dawson

In the early 2000's, words or keywords would be identified by the system and responded to accordingly using pre-recorded or synthesized voice prompts. This technology has constantly been improved to allow it to be used with more advanced natural language which allows for the recognition of longer phrases.

Nowadays, speech self service has proven to be a critical tool in the determination of a call centre's success. Just like many new technologies being developed, there will always be a few challenges along the way with the deployment and eventual operation of the system. However, as soon as these concerns are addressed, it proves itself as a defining factor in the quest towards total customer satisfaction.

Companies who have integrated voice recognition systems have encountered issues with the limitations of its functions. Even with advanced caller interface features, many clients drop the calls even before they are completed. In fact, many companies are affected by this concern of callers abandoning calls and not being able to get what they called for in the first place.

This affects companies in such a way that it brings down the level of customer satisfaction. Although not all companies measure this aspect of their operations, it is undeniable that it has a significant impact in the way their customers and potential clients alike perceive the quality of their service.

The good thing is that companies have now begun to recognize the importance of efficient call handling and have continued to find and develop methods to enhance customer interaction. BIC or Best-in-Class companies are at the forefront of this endeavour and have consistently sought ways to further improve their services by incorporating more and more advanced and efficient solutions like speech self service, voicexml and other speech recognition systems.

Effectively designed and integrated speech self service solutions perform a number of tasks aimed at benefiting both the client as well as the company. Primarily, it improves customer satisfaction by allowing the customer to address his concerns on his own by interacting with the application. Another cool feature is that clients may gain access to vital information and services at anytime convenient to them since these types of technology allow for 24-hour non-stop operations.

It has been found that around two thirds of all BIC companies use IVR phone applications which is the base foundation for speech self service applications. Once this technology is installed, companies then have to focus on implementing the proper training and coaching procedures for agents. This is because, even if self service systems are in place, it is inevitable that concerns not covered by the system will transferred to the call centre agent.

It is then important that the agent understands how the self service applications work and the limitation of their uses. BIC companies want to make sure their agents are equipped with the right knowledge to address the concerns of clients not covered under the speech self service capabilities.

To top it off, while BIC companies head the charge in improving centre services and enhancing the customer experience with their clients' satisfaction in mind, more and more companies have recognized this need as well. With the promise of added value to any company's services, speech self service may be just what the doctor ordered.

About the Author

Kathryn Dawson - Vicorp is a provider of pioneering speech self service solutions including voicexml software.

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