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Making a case for speech analytics to improve customer service quality: Vision, implementation, and evaluation

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  • Scheidt, Scott
  • Chung, Q.B.

Abstract

Firms operating in highly competitive markets must find ways to deliver customer value beyond offering competitive prices. Providing superior customer service in such environments becomes a strategic initiative because it can create a competitive advantage by fostering customer loyalty, which can also help ease pressure on profit margins and secure continued revenue flow. In this case study we report a case of utilizing speech analytics to improve customer service quality at a call center of a pharmaceutical supply chain service provider in the U.S. We first describe the strategic rationale behind enhancing customer service quality, followed by the implementation of a quality management program using a novel approach of speech analytics. We then present a longitudinal study that evaluated customer service performance using the data gathered from a team of 120 customer service agents during an 8-month period. Two categories of key performance indicators were established and measured, namely “workforce management” metrics and “customer experience” metrics, which served as the primary indicators in the analysis of the level of success in attaining three strategically identified performance goals to improve customer service quality.

Suggested Citation

  • Scheidt, Scott & Chung, Q.B., 2019. "Making a case for speech analytics to improve customer service quality: Vision, implementation, and evaluation," International Journal of Information Management, Elsevier, vol. 45(C), pages 223-232.
    • Handle: RePEc:eee:ininma:v:45:y:2019:i:c:p:223-232
    DOI: 10.1016/j.ijinfomgt.2018.01.002
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    References listed on IDEAS

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    1. Mehdi Boussebaa & Shuchi Sinha & Yiannis Gabriel, 2014. "Englishization in offshore call centers: A postcolonial perspective," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 45(9), pages 1152-1169, December.
    2. Griggs, Tracy L. & Eby, Lillian T. & Maupin, Cynthia K. & Conley, Kate M. & Williamson, Rachel L. & Griek, Olivia H. Vande & Clauson, Muriel G., 2016. "Who Are These Workers, Anyway?," Industrial and Organizational Psychology, Cambridge University Press, vol. 9(1), pages 114-121, March.
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