Speech Analytics
Speech Analytics is a technology used in call centers to automatically analyze customer conversations. It's like having a smart assistant that listens to all customer calls and helps understand what customers are saying, how they're feeling, and what common issues they're facing. The system can spot important phrases, detect customer emotions, and help improve how call center agents handle conversations. Similar terms include "voice analytics," "conversation analytics," or "call analytics." This technology helps managers train their teams better and improve customer service quality without having to listen to every single call manually.
Examples in Resumes
Implemented Speech Analytics software that improved customer satisfaction by 25%
Used Voice Analytics to identify training opportunities for call center staff
Led team of 20 agents using Call Analytics and Speech Analytics tools to enhance quality monitoring
Developed training programs based on Conversation Analytics insights
Typical job title: "Speech Analytics Specialists"
Also try searching for:
Where to Find Speech Analytics Specialists
Professional Organizations
Online Communities
Industry Resources
Example Interview Questions
Senior Level Questions
Q: How would you implement a Speech Analytics program in a large call center?
Expected Answer: Look for answers that discuss planning phases, team training, choosing the right software, setting clear goals for monitoring, and how to use the data to improve agent performance and customer experience.
Q: How do you measure ROI from Speech Analytics?
Expected Answer: Should mention tracking improvements in customer satisfaction scores, reduced call handling times, increased first-call resolution, better compliance rates, and reduced customer complaints.
Mid Level Questions
Q: How do you use Speech Analytics to improve agent training?
Expected Answer: Should explain how to identify common customer issues, detect best practices from top performers, and use real call examples for training purposes.
Q: What metrics do you track using Speech Analytics?
Expected Answer: Should discuss customer satisfaction indicators, compliance phrases, silence time, talk-over rates, and emotional indicators in customer interactions.
Junior Level Questions
Q: What is the purpose of Speech Analytics in a call center?
Expected Answer: Should explain basic concepts like automated call monitoring, identifying customer trends, and helping improve agent performance.
Q: How do you identify customer satisfaction using Speech Analytics?
Expected Answer: Should mention listening for positive/negative phrases, tone of voice, and common complaint indicators in customer conversations.
Experience Level Indicators
Junior (0-2 years)
- Basic understanding of call center operations
- Ability to use Speech Analytics software
- Basic reporting and trend analysis
- Understanding of customer service principles
Mid (2-5 years)
- Advanced analysis of call patterns
- Team training and coaching
- Quality monitoring program management
- Performance improvement planning
Senior (5+ years)
- Strategic program implementation
- ROI analysis and reporting
- Cross-department collaboration
- Call center technology optimization
Red Flags to Watch For
- No experience with call center or customer service operations
- Lack of analytical skills or data interpretation ability
- Poor understanding of quality monitoring principles
- No experience with performance management or coaching
Related Terms
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