While many of our clients are using speech analytics, they often don’t think of sharing that information with Walsh Media. They’re missing a great opportunity, because there are so many ways we can help!
For example, if callers in a Speech application are consistently responding with “I don’t know” to a request for specific data, we’d recommend you preface the question with information. “Your customer I-D is in the pink box on the back of your catalog. Please tell me that number now.”
Another client recently wanted to record a project, pointing out that the script itself was virtually unchanged from their previous version. We dug in a little further and learned that because of the client’s preference for the talent to speak quickly, callers weren’t picking up on the subtle differences between two options. Simply adding the word “your” and stressing different words in the line resolved the problem.
If you’re revising script using analytics, engage your project manager! Let us use your customer responses to shape call flow and script for a better caller experience! We’d be happy to discuss your goals! Get in touch at Info@WalshMedia.com or 1-800-454-6453.