Speech analytics for El Paso businesses
Speech analytics makes every recorded call searchable by what was actually said, so an El Paso business can ask a question of two thousand conversations instead of listening to them one at a time.
What this covers
Speech analytics reads what was said on your calls and makes it searchable. Instead of listening to recordings one at a time, you can ask a question of every call at once.
TechBit Solutions sets it up on the phone platform we provide, agrees with you what is worth watching for, and reviews it periodically so it stays useful.
Searching what was said
The core of it is simple: type a word or phrase, get every call it appeared in.
- A competitor's name, so you know how often you are being compared
- A product or service you are unsure is being offered
- A phrase that signals a complaint, such as "speak to a manager"
- A promise your staff should not be making
- The name of a promotion, to see whether anybody mentioned it
- A compliance phrase your industry requires be said on every call
That last one is the case where this stops being interesting and starts being necessary. If a disclosure has to be read, you can check that it was.
Tone and sentiment
Alongside the words, the system reads how the call sounded: pace, volume, interruption, the shape of a conversation going wrong.
This is genuinely useful for spotting the small number of calls worth a manager's attention out of a week's worth. It is not a verdict. A blunt customer and an angry one sound similar to software, and sarcasm defeats it entirely.
Who it is for
- Businesses taking enough calls that nobody can listen to a meaningful sample
- Regulated work where certain things must be said, or must not be
- Any operation where the same complaint keeps arriving and nobody can quantify it
- Sales teams who want to know which objections actually come up
- A manager training new staff who needs real examples rather than invented ones
Spanish and English in one view
In El Paso a great many businesses run on both languages, often within the same conversation. A platform that only analyzes English is analyzing part of your business and quietly hiding the rest.
Ours handles both, so the searches, the flagged calls and the reporting cover everything. A phrase you are watching for gets found whichever language it was said in.
It matters most where the two are mixed. Bilingual staff switch language mid-call constantly, usually without noticing, and a system that only follows one of them loses the thread exactly where the conversation gets interesting.
The problem it solves
A business taking two hundred calls a week generates about forty hours of conversation. Nobody listens to that. In practice a manager hears the calls they happen to be standing next to, plus any that turn into a complaint.
That sample is not random, it is biased toward disasters and toward whoever sits nearest the manager. Everything else, including the quiet pattern that costs you customers, is invisible.
What it will not do
It will not tell you why a call went badly, and it will not replace a manager listening to a conversation. What it does is find the twelve calls out of two thousand that are worth twenty minutes of a human's attention.
It also will not make a bad phone process good. If callers are queuing because there are not enough people answering, analytics will describe that clearly and change nothing about it.
Getting started
We start by agreeing perhaps five things worth watching for, rather than switching on everything. See also call recording, which this sits on top of, and call analytics for the counts.
Call TechBit Solutions at (915) 629-8888.
Questions we get asked
How is this different from just recording calls?
Recording gives you one conversation. Speech analytics makes thousands of them searchable, so you can put a question to the whole set instead of listening your way through them one at a time.
Does it get the words right?
Mostly, and not perfectly, and we will not pretend otherwise. Accents, crosstalk, industry jargon and a bad line all cost accuracy. Treat a hit as a pointer to a recording worth your time, not as a transcript you would quote in a dispute.
Does it work on Spanish calls?
Yes. The platform handles Spanish as well as English, so a bilingual operation gets one set of reports covering the whole business rather than analytics on half of it. That is not true of every platform sold into El Paso, and we would encourage you to ask any other provider the same question before you sign.
Can staff see their own results?
They can, and in our experience they should. Analytics used in the open makes calls better. Analytics used in secret makes staff who suspect they are being watched, and they behave accordingly. We have seen both, and we will always push you toward the first.
Is sentiment analysis reliable?
It is directionally useful and it is not a lie detector. It reads tone and pace, which line up with frustration often enough to be worth flagging, and it will misread sarcasm, a bad connection, and a customer who is simply blunt by nature. Use it to decide which calls to listen to, not to grade a person.