Nautilus
Every supervisor’s dream
Your agents talk to more customers in a day than most people do in a week. That’s a lot of customer insights you can be tapping into! But if you’re still relying on call sampling and post-call surveys, you’re missing the big picture.
AI is here, and with tools like Speech-to-Text and Sentiment analysis built right into our Nautilus Reporting Portal, supervisors have what they need to get more context.
Manual QA is broken
Traditionally, supervisors have to manually listen in to calls to gauge performance and other QA essentials. Who has time for that?
Speech-to-text turns every customer call into a searchable transcript. A 30-day experiment conducted by ResultsCX found that by utilising speech-to-text analytics, they were able to reduce agent time to proficiency by 67%, driven by on-the-spot coaching.
Sentiment Analysis reads the emotional tone behind the words, Using call recordings, AI looks into this and provides supervisors with a written summary of the call. A 2023 Forrester study found that Sentiment Analysis can lead to a 23% reduction in customer support costs. Another indicator of its importance in today’s cost-efficient operations.
These two technologies, when used together, can reveal what’s happening across hundreds if not thousands of conversations fast. Supervisors can stop guessing and start spotting patterns; which agents are thriving, which ones are struggling. What customers are repeatedly calling in for. When the data talks, smart leaders should start listening.
Sentiment cuts through the script
With STT and Sentiment Analysis, supervisors stop playing detective with vague notes and having to waste time listening in to individual conversations. And with call centers only reporting that about 5% of their calls are getting evaluated, this is a problem.
With call transcripts, organisations are provided with a word-for-word visibility into real calls. Need to check how a rep handled a refund request? One search, and done. Want to audit the language used on high-risk calls? Easy. No need to scrub through the whole call recording.
And it’s not just about catching slip-ups from your call center agents. Transcripts highlight what’s working. The words that calm angry callers. The phrases that close deals. By having access to these, you can replicate what works, and not just avoid what doesn’t.
Sentiment shows the pulse
Did a call start off tense? Did the customer get more relaxed halfway through? Sentiment Analysis flags emotional tone in real time, including frustration, confusion, relief, and satisfaction. It cuts through polite wording and surfaces the real emotion underneath.
When an organisation starts tapping into customer sentiment, they are paving the way for better customer experiences. It also helps you spot bright spots. A tough customer leaves happy? That’s a gold mine of information and lessons. Sentiment tracks the highs and lows, so you can amplify what builds loyalty, and in turn improve your customer churn.
Trends tell the truth
One bad call? That’s normal. But ten calls on the same issue? That’s a signal. Layer transcripts with sentiment and you stop reacting, you start predicting. Your billing team having issues? Agents not following their scripts? Missed upsell opportunities? With sentiment analysis, you can spot the pattern before it becomes a problem.
Turn random complaints into repeatable action. Adjust your training, tweak your messaging, and fix the real issue without the guesswork.
Coaching that actually works
Generic feedback goes in one ear and out the other. With transcripts and call summaries, coaching gets specific. You can actually pinpoint where an agent did well, where they need work on, and what you can do to help them improve.
With smarter– more specified– coaching, you’re helping your business succeed by building stronger representatives. There’s nothing worse than vague pep talks. But coaching rooted in real calls, real moments, lead to faster growth.
More action, less nonsense
With faster access to real call data, supervisors can stop chasing call logs and scrubbing through call recordings. Instead, they can zero in on the calls that actually matter. The ones with risk, the ones worth sharing.
That means less administrative nonsense, and more action. More time reviewing what counts. And everyone comes out better– more improved!
Let us show you the way
Supervisors don’t need more dashboards. They need signals and tangible data to help them track trends across thousands of conversations. Context, not confusion.
Because Speech-to-Text gives you the words.
Sentiment Analysis gives you the feeling behind them.
And with Nautilus, you get both. Fast, accurate, and ready to meet the demands of your contact centre.
If you’re leading a contact centre without these tools, you’re making decisions in the dark. Flip the lights on what’s important and get started today. Send us a message if you’d like to see this in action!
