Special Sneak Peek: Speech to Text

By Samantha Mack

Ever wonder if you could convert all calls from your call center into text, and at any given moment, pinpoint a place within that text?

Well, don’t fret: because now you can. Discover Speech to Text, INNITEL’s newest feature on our Cloud PBX and predictive dialer systems. Speech to Text converts your agents’ calls into text. At only five cents a minute, this technology is affordable for small to medium-sized companies, reiterating INNITEL’s goal of bringing large-corporation technologies to small enterprises worldwide.

What are the features of Speech to Text? Speech to Text allows you to create your own data from the reported calls. As shown below, the data from these calls are recorded and transcribed, showing the amount of calls converted and the number of minutes per call.

 

 

 

 

 

 

 

 

 

Now that you have your data in text form, what’s next? Speech to Text allows you to filter your agents’ calls through specific campaigns, users, statuses, and keywords. For example, if the manager using the software below wants to monitor User #502’s calls when the agent is pitching a sale, the manager types in #502 under “user”, and the terms “great”, “want”, “buy”, and “credit card”. Calls with these keywords from User #502 will then be transcribed into written text.

 

 

 

 

 

 

 

 

 

The screenshot below shows the call converted into text, along with the corresponding highlighted keywords.

 

 

 

 

 

 

 

Below represents additional statistics to assist the manager in monitoring calls. Filtered by talk time, phone number, and keywords by each user, Speech to Text enables the manager to handpick these converted calls.

 

 

 

 

 

 

 

What are the purposes of Speech to Text?

  1. Hire less people to monitor calls, reducing costs

Consider this: one call center hires seven people to monitor twenty agents’ calls each day. When the company acquires Speech to Text, a manager can instantly monitor calls by locating a specific point and reading or listening to exactly what the agent said. There is no longer a need to hire these seven people. Thus, the company reduces labor costs and increases efficiency.

  1. Increase sales

Speech to Text facilitates the increase in sales within a company. If you’re the manager and you notice that agent #3 is not meeting his or her monthly sales quota, you can enter keywords such as “sell”, “purchase”, and “buy” to reach a point in the call where the agent is pitching the sale. The manager is able to hear the tone of the agent and read the exact language the agent uses. Thus, the manager can offer advice to his or her agent on how to improve the sales pitch. When more agents receive feedback, they are more likely to adjust their behaviors and sell more products or services.

  1. Security

Speech to Text regulates company security by monitoring the language used in each call. If an agent “guarantees” a client a certain price and the agent denies that he offered that deal, the manager can search that call to find the conversation between the agent and the client. This creates more trust between the call center and the client and allows managers to mediate confusion without putting the company at legal risk. By increasing company security, the call center’s reputation will positively grow.

  1. Increase agent productivity and call center control

When agents know that their calls can be regulated, their overall productivity is likely to increase. Agents will begin to think carefully of the language that they use and understand that if problems arise, the root of the problem could be discovered using Speech to Text, and they could be to blame. The manager is able to exert more control over the call center, resulting in a more efficiently run company.

Speech to Text will be released shortly and will be integrated into our Cloud PBX and automatic dialer systems. Stay tuned for more information!