The Science of Phone Calls: How Voice Analytics Can Boost Conversions
Contributed Article by Ozell Glenn, Senior Editor at KrispCall
Customers are valuable assets of any company, either in
startups or large-scale industries. Customers are the ones who buy and use the
products or services of the company and give feedback. Hence, more priority
should be given to enhancing customer satisfaction and gaining customers’ trust to grow your business.
Failing to understand customers' demands and preferences
directly hampers customer service and leads to customer dissatisfaction. And
customer dissatisfaction negatively affects business sales. So, what tools can
you employ to ensure better customer engagement with the company?
One effective solution is to employ Voice analytics: the
science of phone calls. Voice analytics lets businesses know the customer's
wants, demands, emotions, and how they feel and find their services. And this
blog will discuss voice analytics and its benefits for businesses. Without any
further dues, let’s get into the main topic.
What Is Voice Analytics?
Voice analytics refers to analyzing and recording
conversations and extracting valuable conversation insights. It records phone
calls, translates recorded phone calls to text format for future use, and
identifies the speaker’s emotions and feelings based on their voice tone and
pitches. It helps businesses know if a customer is happy, sad, or satisfied
during phone calls.
Voice analytics determine everything from the loudness and
softness of the customer's voice to how quickly and slowly they speak. As a
result, it allows your businesses to understand your customers better and make
Similarly, voice analytics uses AI tools like voice
recognition and Natural Language Processing (NLP) to record phone calls,
translate spoken words into text, and understand the customer’s spoken pattern,
emotions, and behavior during phone calls.
Likewise, the concept of voice analytics emerged in the
early 2000s. Before the 2000s, the business landscape was different, and the
market demanded fewer voice analytics solutions and other AI tools. But as the
business evolved, companies found a need to employ AI tools to generate more
sales and started using voice analytics solutions.
As of now, many small to large-scale industries have
employed this innovative technology to convert conversions into valuable data,
personalize marketing campaigns, and find improvement areas.
Key Components of Voice Analytics
Voice analytics consists of several components that unite to
generate sales-driven insights from recorded phone calls. Some key elements are
I. Voice recognition
It recognizes a speaker's voice and reflects the speaker's
age based on the data. It also helps convert voice commands into text, and
businesses can keep it as a written record for future use.
II. Natural Language Processing (NLP)
NLP detects the emotional states of a speaker, such as joy,
anger, sadness, awe, confusion, worry, etc., by analyzing the speaker’s tone
and pitch of their sound.
It generates information from the recorded calls. It
provides insight into customer satisfaction levels, needs, and customers'
overall feelings toward the company’s service.
Benefits of voice analytics for sales and customer teams
Voice analytics invite more profits for a company. The sales
and customer support departments are one of the call center departments where
voice analytics brings more success.
Following are some of the benefits of voice analytics for
sales and customer teams:
One of the best features of voice analytics is that it
provides valuable insights into customer preferences, needs, expectations, and
behavior. It uses AI tools to examine customers' feelings and patterns in conversations.
As a result, it helps sales and customer teams of contact
centers better understand their customers and provide personalized customer
2. Optimize The Sales Process
Voice analytics helps optimize sales by identifying the
relevant sales techniques and best practices to increase sales. By analyzing
calls, call center teams can identify the strategies that lead to better
conversions and share those strategies with the rest of the group.
Furthermore, teams can improve their sales pitches and
enhance sales performance by studying language, complaints, and customer
responses during sales calls.
3. Improve Customer Service
Voice analytics help sales and customer teams gain valuable
insights into customers' perspectives towards the company. One of the best
features of voice analytics is its ability to record calls.
By analyzing recorded phone calls, sales, and customer teams
will know the average time customers had to wait before their calls connected.
They will also learn the most asked questions by customers and the purpose
behind customers’ calls.
Similarly, the teams will know the change in customer
behavior and interest. And through these insights, sales and customer teams can
modify their plans and campaigns to align with customers' needs, directly
improving customer service.
4. Set More Accurate Standards And Goals
By analyzing voice data, sales, and customer teams can set
more accurate standards and goals for performance. The use of voice analytics
enables you to get a better understanding of call quality, response time, and
customer satisfaction levels.
As a result, teams can establish realistic targets and
benchmarks to track progress, provide training to other team members, and
motivate their team members effectively.
5. Monitor Compliance And Quality Assurance
Voice analytics assists in monitoring compliance with legal
and regulatory requirements. By analyzing call content and identifying specific
phrases or patterns, teams can ensure that team members adhere to rules and
regulations and prevent unethical practices.
In addition, voice analytics facilitate quality assurance by
identifying areas of improvement, assessing calls based on predetermined
criteria, and providing actionable feedback to agents.
How Can Voice Analytics Boost Conversions?
Voice analytics helps improve sales strategies and boost
conversions by optimizing several aspects of sales and marketing. Some of those
1. Analyzing Customer Interactions:
Voice analytics help boost conversions by analyzing customer interactions. Voice analytics uses
recorded calls and speech-to-text data to study how customers interact and
express themselves during live conversations.
It helps businesses know the actual demands of the
customers, their expectations of the company, what they find attractive in the
company’s service, and their likes and dislikes. Similarly, customers purchase
from a company where they feel understood and heard. It boosts sales of the
And when businesses get an idea about customers'
preferences, they can customize their products and services that cater to the
needs and demands of the customers. Personalization makes customers satisfied
and enhances the overall customer experience. In this way, voice analytics
helps increase conversions by analyzing customer interactions.
Similarly, your business can use virtual phone numbers to boost conversion. It may be a toll-free, local, national, or
vanity number. These virtual numbers provide several high-tech features and
functionalities that provide detailed reports, analytics, and insights into
customer interaction that are very effective for the company's smooth
2. Optimizing Sales Techniques:
Voice analytics help businesses optimize their sales
techniques by examining the sales-generated interactions of their top-rated
talented sales representatives. It details the phrases top-rated expert sales
representatives use, how they say them, and their strategies during customer
conversations that help them gain customers’ trust.
Moreover, companies can use that information to train other
sales team members to improve their skills and performance, ultimately leading
to more successful sales and increased revenue.
3. Enhancing Marketing Campaigns:
Voice analytics helps businesses know how customers find
their marketing campaigns and advertisements. It allows companies to gain
insights into what messages customers find appealing and resonating with their
Moreover, it provides information on the best communication platform (SMS, email, or social media channel) where
customers are most active. Identifying such platforms helps businesses share
their messages with large customers in that channel, effectively driving
engagement and conversions.
Likewise, with this information, businesses can make the
best decision to optimize their marketing campaign. Team members can pay more
attention to the campaigns that are receiving positive customer responses and
allocate more resources to those campaigns.
4. Ensuring Privacy:
Voice analytics guarantees the privacy of the customer's
data. It adheres to standard data protection regulations like General Data
Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA). By
complying with these rules, voice analytics doesn’t share confidential personal
information with third parties. It also informs customers about how their
details are collected and how businesses use them.
Moreover, data analytics follows encryption, decryption
methods, and other security measures to protect voice data from unauthorized
access. As a result, if you worry about the security features of voice
analytics, then you don’t have to worry. Your data is safe and secured with
voice analytics software.
Voice analytics is a beneficial tool for a business that
creates meaningful interaction between customers and employees. It helps the
company know their customers better and understand their needs and preferences.
It also provides insights into how customers are feeling during the phone
Not only this, it allows businesses to analyze the recorded
calls and know what phrases and messages attract the customers' attention so
that they can use those phrases in their subsequent campaigns. All of this aids
in boosting conversions.
1. What is voice analytics?
Voice analytics is an AI tool that records phone calls,
translates recorded phone calls to text format for future use, and identifies
the speaker’s emotions and feelings based on their voice tone and pitches.
2. Is voice analytics and speech analytics the same thing?
No, voice analytics and speech analytics aren’t the same
thing. People often consider these two the same thing, but it is essential to
understand they are different words with varied meanings. Voice analytics
examines the speaker's tone, pitch, and emotions during a call or interaction,
while speech analytics analyzes spoken words.
3. What are the benefits of voice analytics for a business?
Voice analytics provides several benefits for a business
which are as follows:
- It helps companies to understand their customers better.
- It helps optimize the sales process.
- It increases sales conversion rates.
- It gives insights into the areas where improvements are