What are the effects of introducing a voice recognition system for call centers?

There are many call centers who are worried about how to improve the operational efficiency of call centers and how to deal with labor shortages.
To address this issue, many companies have already introduced voice recognition systems to their call centers.

A speech recognition system is a system that converts voice data into text, making it possible to check the contents of calls and respond smoothly by utilizing the text data. In addition, by aggregating and analyzing the data, it is possible to improve the efficiency of various operations at the call center.

However, it is not enough to blindly introduce a speech recognition system.
In this article

  • What is a voice recognition system for call centers?
  • What can you do with voice recognition? 4 Benefits
  • Tips for choosing a speech recognition system
  • Tips for making good use of speech recognition systems
  • Speech recognition system utilization example

I will explain about.
If you are worried about introducing a voice system, or if you are worried that you can not get a good effect after introducing it, please refer to it.

Contents of this article

  • What is a voice recognition system for call centers?
  • What can you do with voice recognition? 4 Benefits
    • 1. Operational efficiency
      • You can check the contents of the call
      • Average post-processing time (ACW) can be improved
      • Can be used for operator education
      • FAQ and manuals can be improved
    • 2.Response quality control
      • Efficient handling of complaints
      • Makes it easier to correct the operator’s wording
      • Reduce omissions and rehearsals
    • 3. Management contribution
      • Capable of storing and analyzing VOCs
      • Helps prevent operator turnover
    • 4. Risk management
      • Compliance can be strengthened
      • Prevent customer complaints
  • how to choose Tips for choosing a speech recognition system
    • Check how to tune
    • Check availability for data analysis assistance
  • What is the trick to using the speech recognition system well? Issues and countermeasures
    • Recognition accuracy is not human level
    • Need to secure sound quality and sound source
    • expensive to maintain
  • Application examples of speech recognition systems
  • Summary of speech recognition system for call center

What is a voice recognition system for call centers?

A speech recognition system for call centers refers to a system that allows a computer to recognize human voices, automatically transcribe them, and convert them into text.
By converting conversations with customers into text and using it effectively, you can improve the efficiency of various operations at the call center.

The main purpose of using the speech recognition system is divided into the following two.

  • Supporting operators for the purpose of streamlining and improving operations
  • Automation of the call center for the purpose of completing the response only with the voice recognition system without the intervention of the operator

Currently, many call centers have introduced voice recognition systems to assist operators.

So, what are the specific effects of introducing a voice recognition system?

What can you do with voice recognition? 4 Benefits

A speech recognition system reveals a lot by transcribing customer calls into text. Speech recognition systems are now attracting a great deal of attention as a solution to issues such as collecting VOCs and strengthening his compliance, as well as improving work efficiency.

So what exactly are the benefits? I will divide it into four parts.

1. Operational efficiency

You can check the contents of the call

Listening to call records has been the most popular way to check the content of calls. However, this method requires a lot of time.

The speech recognition system automatically transcribes the content of calls into text, making it easier to check the content and monitor multiple calls at the same time.
You can also narrow down and check the points of the call, which will greatly improve the efficiency of your work.

Average post-processing time (ACW) can be improved

Average wrap-up time (ACW) is the average amount of time it takes to wrap up after a call with a customer. Shortening ACW can lead to reduced operating costs and improved customer satisfaction.

In most call centers, operators not only make calls, but also input customer requests, opinions, and response records into a dedicated system. By converting voice to text, the work required for such input can be greatly reduced, reducing the operator’s workload and shortening the average post-processing time (ACW).

Can be used for operator education

What do good operators do? You can share it with other operators as a model. Since the actual correspondence is converted into text, it can be used as a teaching material that is easy to understand and easy to imagine in new employee training.

In addition, since training can be conducted based on objective analysis, it can be used to educate and improve operators.

FAQ and manuals can be improved

By analyzing the textual content, problems such as how to respond will emerge. By utilizing this in the creation and improvement of FAQs, manuals, and talk scripts, operators can respond smoothly, leading to operational efficiency.

2.Response quality control

Efficient handling of complaints

Complaint handling is one of the most important functions of a call center. It is an urgent and important task.
Most customers want a smooth and fast resolution. Therefore, if the response is delayed or the content is not properly understood, it will cause strong stress to the customer. This is stressful not only for the customer but also for the operator.

Some voice recognition systems can analyze the emotions of operators and customers based on their tone of voice and speaking speed, and immediately issue alerts.
Also, by using a service that converts to text in real time, it becomes easier to understand the content. By searching FAQs with points and keywords to find out what customers are looking for, it is possible to respond smoothly.

Customer stress leads to lower customer satisfaction, and operator stress leads to higher turnover. It can be said that improving the efficiency of complaint handling is not only for customers, but also for operators.

Makes it easier to correct the operator’s wording

Wording is very important in a call center. Proper wording creates an environment in which customers feel comfortable talking to you, and you can explain your products and services in an easy-to-understand and efficient manner.

However, if you are unfamiliar with the job, such as a new operator, you tend to use the wrong honorifics. Also, even words that you use casually may make others feel uncomfortable when they hear them, so you need to be careful.

In the speech recognition system, it is possible to present a correction pop-up when the wrong honorific is used. By displaying it every time during the operator’s call, you can encourage habituation.

Reduce omissions and rehearsals

Since the content of the call can be converted to text in real time, it is possible to reduce omissions and re-listening. As a result, responses to FAQs become smoother, and it also leads to a reduction in pending calls and return calls.

This is a great advantage for customers as well, allowing them to have smooth conversations without stress.

3. Management contribution

Capable of storing and analyzing VOCs

VOC is an abbreviation of “Voice of Customer” and is a general term for opinions received at call centers, questionnaire results, reputation on SNS and blogs, etc. It means “voice from customers ” .
Collecting and analyzing VOCs leads to improvements in products and services, further increases customer satisfaction, and leads to corporate development.

Collecting VOCs has been an issue for call centers because it takes time and effort to input, collect, and aggregate data such as call history.
However, since the voice recognition system can store the contents of the conversation as a text database, various analyzes and keyword searches are possible.
As a result, customer feedback can be used to improve services, planning, and response.

Helps prevent operator turnover

Speech recognition systems actually help prevent turnover, which is one of the most important issues facing call centers. As I wrote a little about improving the efficiency of complaints, reducing the stress of operators leads to the prevention of turnover.

The data collected by the voice recognition system can be used to improve manuals and talk scripts, leading to improvements in work efficiency, and it is possible to reduce the work burden on operators.
In addition, since the content of the operator’s conversation can be converted into text and monitored, it is possible to provide feedback such as evaluations and improvements in an easy-to-understand manner. This leads to an increase in the level and motivation of operators, leading to a decrease in the turnover rate.

4. Risk management

Compliance can be strengthened

During the operator’s response, it was necessary to listen to the recorded voice in order to check whether NG words were used. However, by using a speech recognition system, it will be possible to check only the contents including NG words from the text conversation. By using a service that converts conversations into text in real time, you can follow up and respond on the spot, making it possible to strengthen compliance.

Prevent customer complaints

As I mentioned earlier, voice recognition systems can make complaints more efficient, but in fact, it is also possible to prevent complaints themselves.

Typically, when an administrator monitored, there was only one operator. However, when using a voice recognition system, multiple monitoring is possible at once because the call is transcribed into text. In addition, since alerts can be raised with specific words, administrators can follow up immediately and prevent complaints before they occur. In particular, it will be easier for new operators to follow up, which will make it easier for operators to work.

how to choose Tips for choosing a speech recognition system

So far, we have introduced the benefits that can be obtained when introducing a speech recognition system. So, which one should you choose from among the many services available?

Here are some tips for choosing a speech recognition system.

Check how to tune

Tuning is a function that improves the accuracy of text conversion by learning the speech recognition engine. Speech recognition systems require continuous tuning maintenance in order to maintain recognition accuracy.

What I would like to focus on here is the tuning method. A typical

  • done by the vendor
  • Choose one that implements deep learning techniques
  • Load data and perform tuning

is given.
In general, tuning is often done on the vendor side, but of course costs are incurred. Be sure to check maintenance costs before installation.

If you choose a system that implements deep learning, in other words, a system whose recognition accuracy improves the more you learn, you can tune it without spending time and effort.

The last method is to read the data and perform tuning, but this takes time.

It is important to check and consider how much man-hours and costs can be spent on tuning before introduction.

Check availability for data analysis assistance

How should we use the data that has been converted into text and accumulated?

I’m worried about what to do with my hands. Even if a large amount of data can be accumulated, it is meaningless if the data cannot be utilized.

Therefore, we recommend that you check whether the service supports “how to analyze and use” as a point of choosing a speech recognition system. With this kind of support, you can use your data more effectively.

I introduced two tips, but the most important tip when selecting a system is to consider the ease of use for the person in charge of actually using it . Choosing a product that is easy to use at the site where it is used is an advantage for the company.

What is the trick to using the speech recognition system well? Issues and countermeasures

I’ve only introduced the merits of the speech recognition system, but of course it’s not all about the good side. In order to operate a speech recognition system, it is necessary to understand problems and countermeasures.

In this section, we introduce the issues and countermeasures that voice recognition systems currently face.

Recognition accuracy is not human level

One of the challenges faced by speech recognition systems is the “recognition rate”. Recognition rate refers to the numerical value obtained by comparing the content of the call and the result of voice recognition. Recognition rate requires regular tuning maintenance, which is costly and time-consuming as mentioned above.

Unfortunately, speech recognition systems are not yet capable of human-level recognition. It is inferior to the accuracy of human hearing and text conversion, and has problems such as unclear voices and inability to accurately recognize dialects and accents.

A speech recognition system cannot be used well just by introducing it. Let’s do regular tuning maintenance.

Need to secure sound quality and sound source

The recognition accuracy of the speech recognition system changes depending on the surrounding environment. This is another challenge.

So let’s start by setting up a call center business environment.

・Prepare a quiet environment
・Use a headset

This can improve speech recognition accuracy.

The problem is that you cannot control the “customer’s environment”.

In other words, depending on the customer’s communication environment and the location where the call is made, noise may enter the system, lowering the recognition accuracy. Also, if the volume is too large, the recognition accuracy will decrease.

A solution to this problem is to include rules for operators to “translate and repeat” the customer’s words. By repeating the points, you will be able to analyze the data later.

expensive to maintain

I write many times, but it costs.

Installation costs, maintenance costs, etc.

Be sure to carefully consider the “time and cost required for long-term operation,” “benefits when operating,” and “what you want to do with the speech recognition system.”

Application examples of speech recognition systems

As an example of introducing and using a speech recognition system, we will introduce two companies aiming at “homogeneization of know-how” and “reduction of training costs”.

Trans-Cosmos,
a major call center company, Trans-Cosmos is using the voice recognition system.
Trans-Cosmos, which has systematized operational know-how, doesn’t need to introduce a new system? However, in order to uniformly implement this systematized know-how, it is essential to improve the ability of each operator. In order to efficiently improve the abilities of each individual, it seems that a voice recognition system was introduced.
The introduction of the voice recognition system has made it possible to give feedback to the operator based on objective data.
In addition, since all call records are statistically processed, it is now possible to visualize the skills of each individual operator, which was difficult to grasp until now.

Mizuho Bank: IBM Watson
The voice recognition system has also been introduced in the financial industry. Mizuho Bank introduced IBM’s artificial intelligence “IBM Watson”.
Using “IBM Watson” and voice recognition, we built an operator support system that understands the conversation between operators and customers and automatically displays candidate answers on the operator’s screen every few seconds.
By using this system, answers are displayed automatically, reducing the time required to respond to customers.
In addition, training costs for operators have decreased as operators can now obtain appropriate answers when conversing with customers.

Summary of speech recognition system for call center

What did you think? Speech recognition systems are developing not only in call centers but also in various fields. Everyone has said “Hey Siri” at least once, right? The “speech recognition system”, which is attracting attention in a wide variety of industries, is expected to develop in a wide variety of fields.

It’s a field where thinking about “how to use it” and “what is necessary for that” is a lot of fun.

Just installing a system does not make it work well. Make sure you understand the pros and cons and how to deal with them.

However, “I want to introduce” and “I have introduced” is a waste of treasure. Please make good use of it and utilize it in the operation of the call center.

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