Call Center Speech Analytics – How To Measure Agent Performance

It’s now mainstream to use call center speech analytics, even in small contact centers. These days, if you’re not using speech analytics, you’re probably falling behind. But what is the value of speech analytics in a call center? One obvious purpose is compliance – in a regulated industry to make sure agents are making the right disclosures and sticking to the right scripts. The more interesting purpose, however, is agent performance.

Measuring Agent Performance with Speech Analytics

How does one measure the impact of call center speech analytics on agent performance? We took a shot at that a couple months ago with a 300-person agency. We took a subset of agents that have been analyzed with ICAP over a three-month period, filtered out those who were absent for any days, and calculated their statistics.

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What we saw was a significant impact during the course of three months from having implemented speech analytics. The number of calls per agent went up and the silent time as proportion of talk time went down. The impact was significant, but even more significant for the bottom quartile of performers.

Of course, we can and will go deeper to analyze actual agent performance, in terms of money collected, as well as compliance factors. We thought we should share these initial results to get our readers thinking about the way they measure call center productivity.

We recently hosted a webinar with FBCS, a similar sized agency that’s been running Provana ICAP for speech analytics for about a year. Doffie Howard from FBCS described their journey from managing compliance to using speech analytics for call center performance improvement.

You can watch the webinar on-demand here, or click the image below.

Speech Analytics 2.0 Webinar_Doffie_On-Demand