Keyword Spotting

The keyword spotting feature automatically identifies words spoken in your phone call conversations and triggers a variety of actions to categorize your calls or alert you if high priority actions need to be taken. Like many of our features, keyword spotting is very customizable and can be adjusted for the specific phrases you want to watch out for in calls.

Keyword spotting works alongside our recording and transcription services, which are other great tools for monitoring phone calls in your call center.

Here are a few interesting ways we’ve seen customers using the keyword spotting tool to improve performance in their organizations:

Product Interest

By creating keyword spotting rules based on product lines, managers can view the call log and identify which products or services the client is interested in without the need to listen to the call recording or read the transcription of the call. This is a great time-saving tool for managers to understand the subject of the call and to automatically categorize calls for easy reporting afterwards.

Sales

By creating keyword spotting rules for words like “credit card” or “purchase,” the system can automatically score the call as converted and add a 5-star rating to it. This is a great way to see which tracking sources are leading to sales and help measure the quality of each tracking source and ROI.  Internally here at CTM, we use keyword spotting for “sales,” “sign up,” “price,” “pricing,” and “cost.” When these words are detected, we tag the call as a sales lead. We also have a separate keyword spotting rule for “demo” and “schedule a demo,” which automatically tags the call as demo request.

Customer Satisfaction

If monitoring customer satisfaction is important to your business, these keyword spotting tags can be very helpful.  When someone says something like “upset,” “angry,” or even uses profanity, we can trigger an email or a text message to the manager alerting them of the situation. We can also score the call with a 1-star rating and tag the call as an upset customer. The same applies for satisfied customers: if someone says “wonderful,” “happy,” or “excellent,” we can tag the call as a happy customer and score the call with 4 or 5 stars.

Wrong Number

Occasionally, we get people who simply have the wrong number or are looking for another business. In these circumstances, if someone says something like “wrong number” or “wrong company” we can tag the call as wrong number, remove the website visitor information, score the call with 1 star or even exclude the call from the call log. Our team uses this to evaluate our AdWords ad copy when we have poor quality leads looking for a different service. By automatically tagging the call and scoring the call with a low score, our team was able to  identify trends and correct the ad copy to help avoid those situations.

Agent Scripts

If your call agents are required to follow a script, you can pick out distinguishing words from the script and tag the call accordingly. This way call managers can view the log and see which agents are keeping to the script and which are not, saving them time and effort.