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The Power of Listening: The Surprising Benefits (and Intelligence) of Voice Analytics

Voice Analytics

When you hear the words “this call may be recorded for training purposes,” what do you think about? If you’re like most of us, it’s something that’s a bit of a throwaway line when we’re calling to talk to someone about cell phone bills, utilities or anything else business-related. Or you may think, “it’s a CYA in case they get sued or something.” But we bet you haven’t thought, “it’s so they can read my mind.”

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When you hear the words “this call may be recorded for training purposes,” what do you think about? If you’re like most of us, it’s something that’s a bit of a throwaway line when we’re calling to talk to someone about cell phone bills, utilities or anything else business-related. Or you may think, “it’s a CYA in case they get sued or something.” But we bet you haven’t thought, “it’s so they can read my mind.”

Okay, they’re not really trying to read your mind – don’t pull out the tinfoil hats just yet! What they are doing is analyzing the conversation to gauge emotions, recurring themes and other things that will help the company make their customers’ experience better. In short, they’re using voice analytics – and this technology is helping reshape the consumer service landscape.

Voice analytics is a catch-all definition for the use of voice recognition tools to analyze, record and break down a spoken conversation. It’s more than just translating speech to text – these days, it can mine data, route calls appropriately, help you build marketing campaigns, and manage customer happiness. Who knew that just listening could do so much?

While the future of voice analytics is moving towards smart technology like Amazon’s Alexa and other voice-controlled interactive devices, this particular type of software provides surprising benefits to senior living communities like yours – particularly when it comes to converting leads into residents.

As you know, seniors and adult children shopping for senior living options will often call in to ask questions, gather more information and schedule tours (yes!). And those on-the-phone leads are waaaaay more profitable and easier to convert than most web leads. That’s why you want to make the most of those calls – and that’s exactly where voice analytics can help.

A voice analytics system will capture the caller’s personal information – name, number, address, care needs, etc. – as well as how the lead found your information (PPC campaign? Social media ad? Website interaction? Direct mail?). At the same time, the system will listen to the conversation to identify key themes and words, and then use state-of-the-art algorithms to come up with things that are working, things that aren’t working and what you can do to help improve customer satisfaction – and, ultimately, improve your lead conversion ratio.

Not only that, but voice analytics can also help you in competitive intelligence, identifying care options or features that potential residents are asking about that you may or may not have been thinking about. It also allows you to determine what messages are working best and give you the tools you need to make sure all your agents and staff members are using the same “script” when it comes to interacting with potential residents.

All that, and you don’t have to do a thing – except listen!

Sure, this all sounds like science fiction – we think it does, too! And that’s what makes it so cool. It’s one of the reasons why SeniorVu has invested in voice analytics and is using it to help our Family Advocates (FAM) better serve our client communities. By continually learning SeniorVu’s FAM team can help you convert more leads in a smarter and more efficient (and more cost-effective) way. You already know that our contact center will act as an extension of your marketing arm – and using voice analytics tools, we can quickly get the deets on your potential leads and see how we can continually improve our service to you…so you’re continually getting more and more conversions.

Sound cool? If so, we’re ready to listen…to you, and your potential prospects! Give Tim Donnelly a call at 913-219-8308. You’ll find that he’s a pretty great listener, and he’s ready to hear all about your needs and how SeniorVu can help you out.

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