Acoustic Stress Score: The Important Indicator That Call Centers Don’t Know How to Measure.

Call Centers, both inbound and outbound do an excellent job by preparing their agents with scripts, key talking points, and guidelines. But, nobody is preparing the client or prospect on the other end of the telephone line.

Macrosoft is a strategic delivery partner of #CallMiner – the leading speech analytics platform available today.  Working with the suite of tools, clients are able to better manage conversations resulting in greater sales volume, improved customer satisfaction and an enhanced Customer Experience along their Customer Journey.

The CallMiner Eureka platform provides Macrosoft, in coordination with clients, the ability to transcribe and analyze all components of the conversation. This is important for quality assurance, compliance, and training.  In addition, to analyzing the words associated with transcription. The CallMiner platform provides the ability to analyze acoustics, including silence, volume and pace.

The Eureka system determines a baseline of both volume and word speed during call center conversations. Analysts now have a set a baseline for both volume and word speed in conversations. When a change to a different speech pattern incurs, our Data Scientists can analyze what key activities are happening at that moment.  The linkage of key Acoustics elements and content based on key words, phrases and positioning is weaved together to create the Acoustic Stress Score. 

Acoustics cannot be used alone as it’s difficult to distinguish between increased volume and speed due to anger versus excitement.  So, this deep analysis linking of both content and acoustics is a unique capability providing each conversation an Acoustic Stress Score.

By John Kullmann | December 5th, 2019 | CallMiner