Speech analytics technology quiz

As more call centers become familiar with speech analytics, the technology is still developing and maturing. The uses for speech analytics continue to expand and new functionality is enabling the use of speech analytics beyond the walls of the call center at some forward-thinking organizations. Find out how much you know about speech analytics technology with this quiz.

1. True or false? Call center managers can use speech analytics to identify the root cause of calls. Required Question

	True
	False

2. True or false? Sales organizations can use speech analytics to identify ways to increase sales conversion rates. Required Question

	True
	False

3. True or False? Speech analytics applications can help marketing organizations identify competitive challenges and opportunities. Required Question

	True
	False

4. There are four common ways in which organizations are using speech analytics today. Which of the following -- according to experts -- is not one of the four ways speech analytics is most often used? Required Question

	In the contact center, speech analytics might be used as a way to train agents and measure their skills.
	Speech analytics is used in all outsourced call centers as an add-on service for clients.
	Businesses with entrenched speech technology might use recordings to find meanings, establish patterns and alert users to unseen connections.
	Companies with a well-entrenched BI strategy may treat speech analytics as another analytics tool.

5. According to some experts, speech analytics can help make the call center more profitable. Which of the following is not a way that speech analytics can generate profit for the call center?

Required Question

	Speech analytics can decrease call center operating expenses by detecting cost savings and cost avoidance opportunities.
	Speech analytics can generate incremental revenue, identifying ideas for new and improved products.
	Using speech analytics, managers can cut back on the number of agents needed in the call center.
	Speech analytics can help customer retention by rapidly identifying competitive situations and the underlying reasons why customers close their accounts.

6. When organizations are purchasing speech analytics tools, they need to consider which department should have ownership, according to some experts. Which of the following departments might “own” speech analytics? Required Question

	Call center
	Marketing
	Analytics/business intelligence
	All of the above

7. True or False? Speech analytics will provide the most value for companies when used on its own, rather than when it is paired with other, more operational, customer analytics, according to experts.

Required Question

	True
	False

8. Speech analytics can search unstructured audio data (e.g., customers' conversations with call center agents) to find metadata to analyze and detect customers' stress levels. The technology is being used to find all but one of the following. Which one? Required Question

	The reason for the call
	Agent politeness
	Competitors' names or products mentioned
	The customer's age

9. According to some experts, organizations may see a return on investment for speech analytics applications in as little as ______ months.

Required Question

	1
	3
	12
	18

10. What is the biggest barrier to increased adoption of speech analytics applications, according to experts? Required Question

	Many call centers are wary of adopting new and emerging technology.
	Vendors haven't done a very good job of communicating the value proposition to end users.
	Speech analytics applications don't integrate with other call center applications.
	Both A and B.


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Speech analytics technology quiz

Quiz: Speech analytics