Increase performance and reduce staff churn through the power of voice

Speech analytics automates the process of listening to interactions or phone calls between your customers and your agents. It can also dissect specific information from conversations to figure out the more subtle nuances of a conversation, how much silence there is during the conversation and what evokes a particular response from a customer.

Understand the mood of the agents and customers

This powerful tool can help you understand the mood of both your customers and agents and identify issues that might need to be resolved with training for example. This will in turn help increase the performance and compliance within your contact centre.

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What is the voice of your customer or agent telling you?

Speech analytics can be used to detect if an agent is struggling or finding some of their tasks difficult, it can also be used to detect how a customer is feeling – frequent customer satisfaction or dissatisfaction due to what they are being told could for example highlight some action that needs to be taken. Silences within a conversation are also an important signifier that things might not be well for the agent, for example, if an agent is feeling tired, lacking in motivation or is struggling with workload.

By combining words with sentiment and emotion, you’ll get a true understanding of the voice of the customer and agent.

Analyse interactions to provide insights into what your customer wants

Using speech analytics, you’ll be able to address any challenges in conversations by learning from your customer-agent interactions to greatly reduce the number of poor and possibly repetitive customer interactions.

Identify where repetitive customer requests can be handled on alternative channels such as webchat, email or social media, to free up agents’ time to handle more complex interactions
Prioritise customers who need urgent support
Ensure compliance and governance regulations are met
Meet SLA’s while ensuring your business is delivering a consistent and valuable experience

Boost agent morale and performance through actionable feedback

Provide your agents with actionable feedback, by giving them concrete examples of how they can improve.

Boost agent knowledge and efficiency, and reduce frustration, by giving them timely, relevant feedback
Foster a sense of collaboration, where agents and supervisors work together to fine-tune agents’ responses
Cultivate a sense of camaraderie and pride by using “best of” calls to train other agents
Identify where training and mentoring might be needed for your agents

Why do clients choose to partner with Opus?

OUTSTANDING CUSTOMER
EXPERIENCE

It’s proven. We are a safe pair of hands who put the customer at the heart of everything we deliver.

COMMITTED
TO HIGH
STANDARDS

Our world class expertise is delivered by our internal teams and best of breed tech partners.

FULLY TAILORED
STRATEGIC
SOLUTIONS

We are technology agnostic and only deliver a business outcome driven approach.

CONSISTENT
SERVICE LEVEL PROMISE

We provide fully comprehensive reports, dedicated contacts and financially backed SLAs.

We work with the following partners

We partner at the highest levels with a select number of service providers. This means our engineers are certified to the highest standards and we have the specialist knowledge required, to support customers during the design, delivery, and ongoing support of their technology services.