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

Scott Scheidt and Q.B. Chung

International Journal of Information Management, 2019, vol. 45, issue C, 223-232

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.

Keywords: Customer service quality; Innovation; Speech analytics; Key performance indicators; Workforce management; Customer experience (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0268401217309441
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:ininma:v:45:y:2019:i:c:p:223-232

DOI: 10.1016/j.ijinfomgt.2018.01.002

Access Statistics for this article

International Journal of Information Management is currently edited by Yogesh K. Dwivedi

More articles in International Journal of Information Management from Elsevier
Bibliographic data for series maintained by Catherine Liu ().