NeoSound Intelligence - Turn calls into revenue!
  • Home
  • Home
  • Home
  • Inicio
  • Solutions
  • Oplossingen
  • Lösungen
  • Soluciones
  • Contact
  • Contacteer Ons
  • Kontakt
  • Contacto
  • Blog
  • Arrange Demo
  • SUPPORT UKRAINE

Blog.

Calls Analytics Explained: Topics Classification

6/30/2020

 
Picture
You've dedicated resources to building out detailed customer FAQs and chatbots in an effort to decrease calls to your overwhelmed customer service agents and reduce costs, but the number of calls never seems to drop.

Customers are still calling in all the time. 

If this is happening to you, you may need to understand why customers are calling you before you know if your efforts are addressing their problems.
If customers have issues about payment, but you've updated your FAQs and prepared your chatbots to respond to questions about shipment and delivery, no wonder they're calling - they can't find the answer!
Call analytics software can help you do topic classification to find out what type of calls you have and the top complaints or questions customers are calling in about.

What Is Call Analytics and Topics Classification?

Picture
Call analytics offers you deeper insights about the calls you receive from customers. 

Within call analytics, topics classification involves the analysis of keywords and phrases to interpret the topics and the reasons for your phone calls.

Do you know the top 10 reasons why customers are calling you? Do you have metrics on the exact percentage of each topic of your incoming calls?

Previously, you would have needed to hire an army of analysts to listen to every single call and write down the topic or reason for the call. This would have been a tremendous effort that may not produce entirely accurate results as different analysts could interpret the same calls differently.

Text analytics is already standard across the industry because we already have the technology to search written text in emails and messenger chats for keywords. However, it is still difficult to do so with audio files so many companies still struggle with analysing and making sense of their calls.
​

With call analytics software, you can automatically process thousands of audio calls applying the same methodology within a shorter period of time.

Subscribe to Newsletter

How Topic Classification With Call Analytics Can Help

Call analytics looks into the context of a call by capturing keywords and phrases to find out what the call is about to perform topic classification.
​
This can help you identify the key topics and problems your customers are calling about, whether these calls are angry complaints or neutral questions, and even whether your agents are knowledgeable and quick enough to field these calls.
A call analytics software like NeoSound’s software will transcribe the calls and scan through the transcript for keywords and phrases relevant for your business specifics.

With this information, you can get a better idea of the top 10 topics about why customers call in and employ targeted solutions to solve these issues and reduce costs. 

You can even get a percentage breakdown of the topics so you can prioritise the most important needs and address them quickly.

Here is an example of the topics you can classify with call analytics software.
Picture
Are you classifying your calls? Share with us how you’re doing it and what type of calls you most frequently get! ​
Picture

​You might also like:

Picture
Phrases your call center agent should never say
What are your call center agents saying to your customers? Businesses lose more than $75 million a year due to poor customer service. If your customers are calling, they have a problem that they want solved right away. They want to know that your company, including your call center agents, can help them solve their problem. 
Picture
How to make more in less time —  Cold Calls Checklist

Now when we are at a time that we have to stay at home more than ever, it’s time to do something that we have not done before. It’s best to do something of utmost importance. What is more critical for business than sales?

Comments are closed.

    Archives

    April 2021
    February 2021
    December 2020
    November 2020
    October 2020
    September 2020
    August 2020
    June 2020
    May 2020
    April 2020
    March 2020
    February 2020
    December 2019

    Categories

    All
    Call Center Business
    Cold Calls
    Communication Standards
    Compliance
    Coronavirus
    Customer Experience
    Data Classification
    Governance
    Home Office
    Human Emotions
    Increase Sales
    Quality Assurance
    Quality Management
    Remote Working
    Silence
    Speech Analytics
    Tools And Technologies
    Use Case

    RSS Feed

Picture
Turn calls into revenue!
NeoSound Intelligence B.V. is an ​AI tech company providing call centres with speech analytics solutions.​
  • Home
  • Solutions & Features​
  • Contact
  • Live Demo​​
  • Privacy and Cookies ​
  • Rest API
  • ​SUPPORT UKRAINE
NeoSound Intelligence B.V.
John M. Keynesplein 12
1066EP Amsterdam 
The Netherlands
[email protected]
‭+31 70 700 6169​​​​ 
Picture
Turn emotions into revenues!
NeoSound Intelligence B.V. is een AI-tech bedrijf dat call centers voorziet van oplossingen voor spraakanalyse.
NAVIGEREN
  • Home
  • Oplossingen​
  • Contacteer Ons
  • Live ​​Demo
  • Privacy and Cookies ​
  • Rest API
  • STEUN OEKRANE
CONTACT
NeoSound Intelligence B.V.
John M. Keynesplein 12
1066EP Amsterdam 
Nederland
[email protected]
‭+31 70 700 6169​​​​ 
Picture
Anrufe in Umsätze umwandeln!

NeoSound Intelligence ist ein KI-Technologieunternehmen, das  Sprachanalyselösungen anbietet.​

NAVIGIEREN
  • Home
  • Lösungen​
  • Kontakt​​
  • Impressum​
  • Datenschutz
  • Live-Demo
  • Rest API
  • UKRAINE UNTERSTÜTZEN
KONTAKT
NeoSound Intelligence B.V.
John M. Keynesplein 12
1066EP Amsterdam 
Die Niederlande
[email protected]
‭+49 170 2070430​​​
Picture
¡Convierta las llamadas en ingresos!
NeoSound Intelligence es una empresa de tecnología de Inteligencia Artificial que proporciona a los centros de llamadas soluciones de análisis de voz.
NAVEGACIÓN
  • Inicio
  • Soluciones​
  • Contacto
  • Privacy policy
  • Demo Gratis
  • Rest API
  • APOYO A UCRANIA
CONTACTO
NeoSound Intelligence B.V.
John M. Keynesplein 12
1066EP Amsterdam 
Los Países Bajos.
Picture
© 2020 ​NeoSound Intelligence 
Alle rechten voorbehouden.
Todos los derechos reservados.
Alle Rechte vorbehalten.​
All rights reserved.
  • Home
  • Home
  • Home
  • Inicio
  • Solutions
  • Oplossingen
  • Lösungen
  • Soluciones
  • Contact
  • Contacteer Ons
  • Kontakt
  • Contacto
  • Blog
  • Arrange Demo
  • SUPPORT UKRAINE