Speech Recognition Technology in the Call Center

Speech recognition technology has exploded with numerous software programs and systems that are being used across multiple industries. And while some businesses have been successful with implementing robust solutions that perform efficiently and direct customers to the intended location, others have experienced frustration with systems that make navigation extremely difficult, inevitably leading callers to live customer service reps.

Reducing Costs via Speech Recognition Technology

Because speech recognition technology could lead to frustration for the company and customers, why are so many businesses taking a chance on implementing these systems? Wouldn't it just be easier to leave a traditional phone system in place and allow callers to press their way to the intended destination? Indeed, some may prefer the old fashioned method but there are reliable solutions that exist. In fact, speech recognition technology has advanced to a point where more robust systems offer benefits in the terms of cost reduction, increased productivity and less frustration.

In the call center industry, executives and managers often need to justify certain technological investments before getting the green light. Since call centers have been known to operate as cost centers, the suggesting of implementations can be tricky, as they could possibly incur additional costs. When it comes to speech recognition technology, these costs can be reduced and quickly reclaimed.

Consistent Performance Monitoring

A call center that also acts as cost center receives constant monitoring on its performance. When the center and its staff are less productive, they essentially tack on more costs for the company. Effectively implementing speech recognition technology could significantly reduce the number of staff members, trainers, supervisors, quality assurance agents and other specialists that are usually needed in the call center.

Minimize Time and Increase Productivity

Another benefit of speech recognition technology is that it can reduce the amount of live calls coming into the center. If a caller is given the option to gather all the information they need without having to deal with a representative, more agents will be free to accept the calls that require personalization and can't be addressed with a self-service.

Because speech recognition technology drastically reduces the amount of time representatives need to be on the phone, they can actually increase the number of calls they handle and work more effectively throughout their shift. Due to the fact that specific tasks within the call center are powered by speech recognition technology, training costs can be cut back as well. Other costs within the center can be avoided entirely with the implementation of an efficient system. A call center should always anticipate an increase in the amount of calls, even more so when products and campaigns have been launched. When incorporating speech recognition technology into the operation, the increase in calls is handled effectively without needing to invest additional capital into hardware or software components.

The arguments in this article translate into the benefits that should give call center executives and decision makers all the justification needed to implement speech recognition technology into their systems. When painting out the benefits in the terms of costs, reality settles in and the decision becomes much easier.

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Call Center Predictive Dialing System
A USAN call center predictive dialing system helps agents improve their productivity and efficiency.
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