How To Measure And Improve Success With Real-Time Call Analytics?

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Senior Writer: khoshant

green tickReading Time: 4 Minutes
green tickPublished : April 7, 2020

Call analytics is a set of call management tools used by businesses to measure and improve business performance. It can also help to optimize the processing of sales. Call analytics can be used to determine the source and the destination of a call as well as manage and monitor call performance. Call analytics also provides operational assistance to business organizations to maximize their return on investment (ROI).

This technology helps a business to recognize sources of incoming calls. It provides phone call analytics & reports like: 

1.Call Durations, routing of incoming and outgoing calls, tracking records on call volume, etc. 

2.The three measures of real-time analytics are quality, speed, and robustness

Real-time analytics is the discipline that applies logic and mathematics to the data as soon as it becomes available, to provide insights to the business professionals for making better decisions quickly. Real-time analytics allows businesses to react without any delay. Businesses can seize opportunities or prevent threats before they occur. In order to be useful, real-time analytics applications should have high availability of data but low response times. It should be able to handle large amounts of data. Yet they should return answers to queries within seconds. 

VoIP stands for Voice Over Internet Protocol. A stable internet connection can get phone services delivered through the internet connection instead of from the local phone company. A medium is required to turn analog phone signals into digital signals that can be sent over the internet. The two main reasons to make your business flexible all around the world with VoIP is its low cost and increased functionality. 

Business VoIP phone system is an emerging new technology that makes it possible to make and receive phone calls over the internet connection instead of from the local phone company. With this new technology, a business can make phone calls in a fraction of a second if there is a stabilized internet connection. 

A business can save a lot of time and money because it does not have to wait for a new number to be added. Nowadays, businesses have to be flexible so that they can take advantage of these opportunities and handle demand pressures. It is difficult for a business to estimate from the beginning how many phone lines they will need in the future. With traditional phone systems, the business has to pay for the extra resources even when they’re not using them. With a business VoIP phone system, businesses can easily adapt to changes without losing much time and without excessive financial expenses. In today’s competitive world, customers are not going to wait for your business to get more lines added, and they want their problems to be solved without waiting for too long. Clients don’t want project team workers sitting idle, waiting for new phone lines to begin their work.


call center is a centralized office that is equipped to handle large amounts of customer phone call requests for a business organization. A call center handles all telephonic communications with new and existing customers. A call center facility employs a large number of employees who are referred to as “call agents.” The call agents administer telephonic communications with customers. They can handle both inbound calls as well as outbound calls. Types of call centers include:

1.Inbound call center

2.Outbound call center

3.Customer service center

The call center or business VoIP phone system facility is through which customers can contact a physical representation of the organization. Helplines and technical support expose the effectiveness of the organization to the public. In all of these interactions, it’s important to know what kind of experience your clients are having, whether they’re satisfied, and what kind of value they take away from contact with your agents. Real-time analytics and call centers can guide the customers and assist the business in making improvements.

Reduce waiting time for customers by monitoring real-time analysis 

Most customers want personalized services and consistent answers when they speak with representatives. They also don’t want to be kept on hold indefinitely or have to repeat themselves when the call is transferred to the next department. A cloud business communications system provides the tools needed to monitor system performance in real-time. Supervisors can use these tools to identify those periods when call volumes are at their peak and allocate agents appropriately to minimize waiting. 

Improve Agent Performance 

Improving agent performance will automatically reduce the waiting time for customers. Real-time call monitoring and call recording functionality enable the management to know how the representatives or agents are performing on the phone. Call recording and transcripts provide documentation that can be used as future training materials. The main objective is to provide better response to consumer queries, low response time, and an overall improvement in customer service.

Demand forecasting

Having the right data at the right time is important for any business to succeed. At the same time, tracking historical data is vital to help identify trends and forecast demand. Critical factors such as seasonality can affect business performance. Real-time data analytics helps to understand the product or campaign performance, providing insights into which products will face a high demand in the next quarter.

Monitor transaction records 

Monitoring transaction records helps to allocate resources optimally. The reporting features can provide information on the types of calls coming in, waiting times, numbers of calls transferred, and the number of calls abandoned. Analysis of these figures can give managers the information and insight they need to allocate staff in their call centers properly, and allocate the resources they require.

The benefit of the available tools

Business VoIP phone systems provide the following tools for real-time analytics in call centers:

1.Call tracking 

2.Call blocking

3.Call reporting

4.Data mining

5.Lead captures

6.Lead management

7.Lead scoring

8.Real-time analysis 

Businesses need to look for real-time analysis and solutions to engage their audiences on relevant, timely events. Real-time marketing analytics practices surely play a vital role in effectively tracking performance and measuring ROI.

Updated : August 9, 2022

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