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RTSA : A Customer Service Benefit: The smart way to make customers happy

Real-time speech analytics (RTSA ) can help organizations mitigate employee frustrations before the breaking point occurs, resulting in significant cost savings, improved morale and happier customers.

No one understands the true costs of employee turnover better than human resources (HR) professionals. Prior to the end result of “filling an empty position,” there are costs of recruiting, screening, interviewing candidates, as well as the cost of hiring and onboarding new employees. Also, the inherent expenses of training and helping new hires become acclimated to the work environment can be significant. The learning curve phase is marked by trial and error more than optimal productivity. When employees leave, there are the costs of losing institutional knowledge that must also be taken into account.


Published in customer service HR human resources quality management Real-time speech analytics RTSA speech analytics