BSS audited more than 1.1 thousand audio recordings of the PEC logistics services operator

2025: Auditing Audio Recordings with Voice Analytics

The company BSS audited more than 1.1 thousand audio recordings of the incoming line using voice analytics for a multi-service logistic service operator. IEC Based on the analysis, the main areas for optimization were identified, contact center which will reduce AHT by 8%. This result will be achieved by adjusting scripts and using a dedicated line of operators. BSS announced this on April 8, 2025.

At the request of the IEC, the BSS team conducted a study of the effectiveness of the contact center, the quality of work and the competence of operators. The accuracy of voice recognition in the studied audio recordings using voice analytics exceeded 92%. This is a high indicator for the pilot project, since the analysis was carried out using a model that was not adapted to the specialized logistics vocabulary of PEC.

In addition to analysis, BSS, on its own initiative, formed and configured 84 markers, 3 scripts and 26 types of reports within speech analytics necessary for business analysis. Thanks to the study, BSS specialists developed and proposed to the customer the implementation of 6 processes to increase the efficiency of operators and 5 types of data analytics to improve customer experience.

In addition, PEC has proposed changes in the work of the bot aimed at improving the correctness, convenience and clarity of the process of collecting feedback from customers. For example, using voice analytics, options have been proposed for optimizing the consultation quality assessment system based on the results of contacting a contact center. This will help to obtain more objective assessments and avoid misunderstandings.

Thanks to the recommendations of the BSS command, it will be possible to automate the main topics of calls using voice assistant 3: "Order Status," "Case Status," "Service Order" to free up the resource of at least 23 operators.

In addition, identifying cases with complete silence of operators or long-term transfer of customers to the second line, where MUTE and HOLD are more than 5 minutes, will save money spent on maintaining the contact center every month. Also, the BSS team worked on cases with excessive generation of outgoing calls to customers and recommended forming an algorithm for servicing subscribers in "one call" mode.

At first, at the request of the IEC, we planned to conduct a standard analysis, including checking greetings, goodbyes, interruptions and empathy, as well as quantifying the effectiveness of the contact center. But by performing this request and applying speech analytics, we found important insights that could significantly affect the customer's business. According to the recommendations formed as a result of the study, PEC will be able to save 1.5 million rubles a month. After analyzing conversations with customers prone to outflows, we recommended a number of effective procedures for retaining customers. For example, provide bonuses to categorical clients, transfer calls with termination for control to senior specialists, as well as correctly respond to negative and work out objections when mentioning competitors in a dialogue with the operator. With the correct use of voice analytics, even without deep immersion in the context, possible growth zones are determined, which allows the customer to implement changes immediately after the received data analysis, "commented Daria Gromova, leading analyst for contact centers of the BSS voice digital technology department.

Speech analytics from BSS exceeded our expectations: it helped not only analyze the effectiveness of a number of processes in the contact center, but also revealed some of the non-obvious problems and risks. The BSS team shared valuable recommendations for improving the quality of our contact center and assessed their potential economic impact, which will allow us to achieve significant improvements in our work and customer service. Also, insults from BSS will allow us to build more efficient work with claim clients. In addition, experts assessed the potential effect of improving the voice robot, which will help us unload operators and increase the speed of servicing client requests, - commented Sergey Kartashev, head of the customer service department at PEK.