The ROI On Automated Call Summary [Free Calculator]

Investing in a Voice Analytics platform that can automate your post-call summary process can improve your contact center agent’s post-call processes. 

MiaRec provides a ChatGPT-driven automated call summary solution to help contact center agents streamline post-call work while still providing quality call summaries for supervisors, other agents, and other department workers. 

In this article, we will explore the benefits of call summaries, and how to use an automated call summary solution to save time, increase revenue, and boost agent productivity. Check out our free calculator at the end of this article to calculate how much you could save by adopting an automated call summary solution.

What Is A Call Summary?

Call summaries typically include the customer’s name, the call outcome, the product or service provided, and any additional important information discussed during the call. Because call summaries include critical information, supervisors can reference call information without reviewing the entire transcript or audio. 

What Are The Benefits Of A Call Summary?

Contact centers handle thousands of calls per month. Call summaries are a necessary part of an agent’s post-work process to ensure that agents align with company protocol and that customers receive quality service. They are also used by agents, supervisors, and other department workers to complete the follow-up actions, understand customer needs, and more.

Call summaries can help ensure agent compliance by confirming if agents followed compliance policies. For example, these call summaries could include whether the agent notified callers that their call was being recorded. Not every customer will consent to being recorded, and a call summary could be your only record of the call.

If a caller does not consent to being recorded, supervisors  can use call summaries to review agent performances and script effectiveness. By reading the call summary, they will know how the agent worked with the customer to resolve any complaints or issues. Agents can include in call summaries if the script did not answer the customer’s questions.

Call summaries can also include the call time and whether the agent had to transfer the call onto another agent. These notes can help you track qualitative call metrics such as average call times or average number of transfers during a call. This  can help supervisors understand why certain calls were longer or shorter, or why agents had to escalate a call. For example, was a call cut short due to the customer’s inappropriate behavior, or did an agent quickly realize that a different department could answer the customer’s question better? Did the agent transfer the call to the correct department to handle the customer’s questions? These insights are especially useful when monitoring new hires or when training agents. 

Marketing and sales teams can review call summaries to research questions that customers may have. Customers often ask agents questions about products or services; they also typically have critiques on what can be better. Agents can include these customer insights in call summaries so that marketing and sales teams can develop better products, more targeted marketing campaigns, and more.

What Is A Manual Call Summary Process?

Call summaries can be created manually. An agent would take notes throughout the call, and then use these notes to draft the call summary after the call. 

What Is An Automated Call Summary Process?

An Automated Call Summary, or Auto Call Summary Report, is an AI-driven call summary solution that analyzes your call transcript to create call summaries for you. This method does not require agents to take notes. This means that agents can better focus on customers throughout the call while allowing supervisors and other relevant parties to still be able to access quality call summaries.

What Are The Disadvantages Of A Manual Call Summary Process? 

The more time agents spend on after-call work, the less time they will have for customers. The International Finance Corporation reports that, on average, agents take roughly 6 minutes to complete their after-call work, however, this can differ by industry. While this may include other tasks, such as responding to emails or updating CRM platforms, drafting call summaries make up the bulk of an agent’s after-call work.

One post-call summary may only take a few minutes to write, but agents are handling hundreds of calls a week. While chatbots and voice assistants can help customers answer basic questions, customers still prefer to call agents for help on more specific questions on the organization's products or services. This means that agents are often handling more nuanced questions, which could result in more detailed call summaries.  

Agents need to take notes throughout the call if they are creating call summaries manually. This means that they may not always be able to focus on what the customer is saying, which could impact their performance. However, if they decide to prioritize the customer’s needs, they may struggle to write a good call summary. Subpar call summaries could negatively affect follow-up calls, prevent marketing and sales teams from accessing customer insights, impact call scoring accuracy, and more. 

Calculating the ROI on Automated Call Summary  

How much time could you save with an automated call summary solution?  To see how much an automated call summary solution could save your contact center, we have included a free ROI calculator. 

To use this calculator, you will need the following:

• The number of agents in your contact center
• The number of calls each agent handles monthly
• How long it takes for each agent to draft a call summary
• The agent’s hourly salary 

This will be used to calculate the following formula:

For example, let us pretend you have 1000 contact center agents who are paid an hourly rate of 15 USD/hr. They each handle roughly 1000 calls monthly and typically take 5 minutes to create a call summary without an automated call summary solution. 

1000 agents x 1000 calls/month x 5 minutes/call summary = 5,000,000 minutes spent on call summaries per month, or roughly 83,300 hours spent on manual call summaries per month.

83,300 hours x $15 / hour = 1,249,500 dollars per month or roughly 15 million dollars per year saved by automated your call summary process! 

Conclusion

Automate your call summary process to boost agent productivity and save hundreds of thousands in revenue. Try out our free calculator to find out how much you could save your contact center every month by adopting an automated call summary solution.