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The Science of Phone Calls: How Voice Analytics Can Boost Conversions


Presented By: CrmXchange

Contributed Article by Ozell Glenn, Senior Editor at KrispCall

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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 rational decisions.

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 as follows:

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.

III. Analytics

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

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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:                                                                                                                                                                               

1. Understand Customers Better

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 experiences.

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 are:

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 company. 

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 operation.

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 situations. 

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 calls.

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 necessary.