Gartner Research

Using Speech Analytics to Scale QA

Published: 19 March 2019

ID: G00707750

Analyst(s): Customer Service and Support Research Team

Summary

Customer service and support leaders responsible for quality assurance (QA) and operations can use this research to explore how speech analytics can be used to scale QA operations.

Table Of Contents

Benefits of Using Speech Analytics for QA

True Trends-Based Analysis

Easier Surfacing of Problem Calls Due to Classification

Dynamic Classification

Objective Presentation of Rep Performance

2 Main Implementation Strategies

Augmenting Staff

Automating QA

Implications

3 Considerations When Implementing Speech Analytics for QA

1. Research Technology Available to You Before Purchasing

2. Trust but Verify Speech Analytics Data

3. Ensure Integration With Other Systems

Conclusion

Recommended by the Authors

About This Research

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.