4 Must-Dos of Calibrating Your Speech Analytics System

More and more collection businesses are using speech analytics (SA) to improve their collection numbers. Who can blame them; the platform can help collection players analyze agent-consumer interactions, identify issues, and optimize their collection strategies seamlessly. However, to ensure the accuracy of the data obtained from speech analytics, it is crucial for these players to calibrate their systems correctly and regularly.

Often defined as a process of incorporating constructive feedback into a speech system to improve its performance and reduce the chances of non-compliance, calibration in time helps improve collection businesses’ QA capabilities, make sure their speech program work more efficiently, and stay competitive. However, the inability to make the most of the speech platform and not following best practices can make the entire calibration process error-prone and labor-intensive. By following a few “must-dos” of calibration, you can ensure the accuracy of the data and insights obtained from speech analytics and improve your collection strategies.

1. Define KPIs

The first step in calibrating your speech analytics system is to define your objectives clearly. Identify the key performance indicators (KPIs) that you want to achieve from the system and the data you want to extract. This will help in determining the agent metrics and parameters that need to be calibrated in the future.

During this phase, gather any specific guidelines/scorecards that you might need to build from scratch. With the help of your calibration inputs, expert partners like Provana can align your speech programs with your scoring criteria in less than a month.

2. Establish a baseline

Establishing a baseline is crucial for calibration. It involves setting a benchmark for the system’s performance and accuracy. To do this, you need to select a set of calls and manually review and score them to establish the correct feedback for calls in the future. The results obtained from the system should be compared against this baseline to ensure accuracy whenever needed.

Pro Tip: The data you select for a baseline should be representative of the types of calls that your collection business will be handling. It should cover a range of consumer interactions, including those with different levels of complexity, accents, and speech patterns.

3. Train your team to be proactive

It is essential to train your QA team on how to use the speech analytics system effectively. Your team should understand the system’s capabilities and limitations and how to interpret the data it provides. The team should be trained to incorporate any custom scoring components whether they tie either to compliance, productivity, or performance within 2-3 business days.

Your team should be proactive in identifying and tagging wrong scores, using the BI tool to gauge the correlation between the internal feedback and the rate of improvement. Along with this, it is also important to ensure that admin access is assured with the right users to ensure proper workflow of feedback.  

4. Maintain an ongoing monitoring schedule

Calibrating your speech analytics system is an ongoing process. It is essential to monitor the system regularly to ensure that it is performing accurately and providing the insights you need. This involves reviewing and scoring a random selection of calls to ensure that the system is still accurate and to identify any issues that need to be addressed.

If you have a talent shortage in-house, you can rather switch to a fully-managed speech platform that will come with support to take the stress of calibration off your plate. If you choose to go with this path, make sure your speech provider accommodates any new change request with the appropriate precision for any metric in less than three weeks.

Why you need a fully-managed speech platform like ICAP for your business

ICAP works as your partner in configuring scoring guidelines and aligning systems accordingly. It offers the flexibility to configure both initial and new scoring guidelines based on your specific requirements, ensuring that the system is tailored to meet your needs. In addition to this, ICAP offers systemized workflows for change management, enabling seamless transitions and streamlined processes.

With the Relay feedback feature, ICAP can help you easily share feedback and comments with other speech analytics users in your organization. You can even tag important information to send/receive email notifications with all call details and updated remarks. Plus, the feedback feature acts as a repository for up to a year, minimizing local storage and allowing for easy record access. You can keep track of all parameter changes with a specific view, which includes details like the date of implementation, who requested the change, and more.

These are just a few of ICAP’s system calibration capabilities. If you want to learn more, we would be happy to arrange a call to discuss this further. To read how ICAP can benefit your organization, click here.