Speech analytics for privacy, security, and compliance:
To facilitate work-at-home, the client first needed to upgrade several contact center systems. Once updated, HGS supplied employees with WebEx, webcams, training, new policies and procedures, two-factor authentication, and more to ensure a consistently high level of compliance, privacy, and security. Many of these items were new. Combining speech analytics with webcam audits ensured agent adherence, data security, satisfaction, and home-office hygiene (i.e., no paper, pens, cell phones, eavesdropping family members, etc.). Queries were also developed (e.g., background noise, disturbance in the line, muffled voice, sound is not clear) to evaluate technical aspects of home office configurations. Targeted support based on speech analytics findings made agents — and, in turn, customers — feel heard. Attrition and churn numbers decreased.