Every phone conversation holds a lot of information that we often lose, but thanks to tools like voice analytics, we can turn those calls into valuable data. In other words, we can detect trends, measure service quality, and identify problems and opportunities. All of this is made possible through speech recognition technology, which transcribes call recordings into text for analysis.
What is needed to use the voice analytics feature?
- First, activate and configure Megacall’s free virtual switchboard.
- You need to connect your virtual numbers and the software/hardware for calls.
- It’s necessary to enable “recognize all calls” in the extension settings from your personal dashboard.
- Make calls using voice recognition.
How does it work?
- Call recordings are transcribed into text.
- An automatic analysis checks what was said and how it was said during the conversation.
- A report is generated based on pre-established parameters.
Megacall Voice Analytics
- Go to the “Search” section to find a specific call based on certain parameters, for example:
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- Set the time period.
- Choose the standard dictionary or create a custom set of phrases.
- Specify the type of search. You can look for calls that include specific keywords, or search for words or phrases separately in the operator’s or customer’s speech.
You can also add search conditions such as: the number or percentage of interruptions in a conversation (overall or by customer/operator), amount or percentage of silences, speech speed, percentage of speech by operator/customer, etc.
Once you’ve set the desired parameters, click “Search Calls.” The results will appear below, showing transcribed calls and the option to listen to the call recording.
- From the Analytics section, you can create graphs for all the parameters used in the call analysis.
- From the Settings section, you can create dictionaries and rating templates. This means you can build your own dictionary with keywords or phrases to use in searches.
With rating templates, you can understand how often dictionary words, customer pauses, or interruptions are mentioned during calls.
For example, you can set up a rating for the agent’s speech speed. To do this, assign a score (points) for fast or slow speech. The template should be created before the call ends. In the report settings, add Rating as a report parameter.
- From the Reports section, you can set up automatic report generation. You only need to configure the required reports once, so you don’t have to repeat the search each time.
