Natterbox Ltd. has launched an intelligent conversational and sentiment analytics tool for improved customer experience and business efficiency. Insight will enable better remote training, improve customer satisfaction by identifying positive and negative interactions quickly, and reduce business risk by enabling increased compliance with industry standards.
‘This call is being recorded for quality and training purposes’ takes on new meaning
A core feature of Natterbox Insight is its training centre. The platform listens to and transcribes all calls as well as performing in-depth analysis to identify specific discussion areas of note that it has been trained to search for. These can include specific categories such as positive or negative terms, phrases and sentiment analysis. For example, call centre supervisors can ask the platform to identify all calls that contain swearing.
Insight is designed to provide fast time to value for both sales and service teams. The intuitive search functionality means that it is easy to create powerful searches in order to provide targeted training. For example, supervisors can search all calls where sales agents spoke to a gatekeeper but failed to progress the call. At this point, a supervisor can quickly upskill new agents on gatekeeper strategy, directly using Insight through the world’s #1 CRM platform. This can result in an order of magnitude, reduction in time to train new agents, identify poor performing agents and increase sales.
Not only will the platform show supervisors which calls to listen to but can also identify the exact part of the call where training opportunities are present. Supervisors can then quickly and easily leave targeted feedback on the call which is sent directly to the agent for response or acknowledgement. This reduces the time a supervisor needs to spend on training from days to minutes, while also improving the quality of the training provided and directly contributing to increased sales.
Insight also collects long-term data from calls and the training that took place on them. In doing so, long-term trends can be captured and analysed as well as insight into the effectiveness of the training initiatives put in place. Supervisors could for example see whether negative training interactions with support staff had increased or decreased over a specified amount of time.
Helping businesses navigate pandemic fall-out
Insight will be a crucial tool for companies affected by the COVID-19 pandemic.
“Call centres and sales staff are used to being in an office and being able to hear the customer conversations going on around them,” said Neil Hammerton, CEO, Natterbox. “As a result of the pandemic, this is no longer possible for those working from home – we have lost that micro-communication and training. The training features Insight offers are therefore crucial to fill that gap in helping supervisors to provide remote coaching to call agents.”
Increased insight for better business efficiency
For businesses making and receiving thousands of customer calls weekly or even daily, recordings can be rendered useless when employees only have time to listen to a few hours-worth each week. Finding calls of interest, for example ones where the customer has not received a satisfactory experience, happens simply at random.
“Many businesses do not proactively listen to recordings at all, and instead simply wait for a complaint to be made. This is because a solution that makes working in any other way possible, has simply not been available to them until now,” said Hammerton.
By listening to every customer call and flagging only those of note, Insight will create significant time savings for sales and call centre supervisors as well as cost savings for the wider business. The speech analytics tool will also greatly improve customer experience, ensuring companies have the ability to take a proactive approach to sales and customer service.
