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Call Center Analytics 

66% of call center businesses look forward to investing in advanced analytics to provide a better customer experience. Organizations believe that the biggest challenge in making future investments is integrating with current call center software. Let us have a look at the different aspects of call center analytics.

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Call Center Analytics

What Is Call Center Analytics?

Call center analytics is a process of collecting and analyzing customer data from call centers to help them improve their service. These include customer satisfaction (CSAT) scores, revenue, customer retention, and customer effort scores. Service-level agreements (SLAs) are also included.

The main challenge with call centers of any size is that they can access a limited amount of information. Call center agents deal with several customers and only issues like customer complaints, a system crash, or poor performance of employees are taken seriously by the management. Moreover, merely looking at big issues leads to the loss of opportunities for other improvements.

In this scenario, call center analytics software becomes a critical need for every call center irrespective of their size. The software allows the growth of a data-driven culture that improves decision-making, improves employee productivity and customer satisfaction, and ultimately meets the desired business goals.

Benefits Of Call Center Analytics

Let us have a look at some of the benefits of contact center analytics software.

1. Real-time Monitoring

With call center data analysis software, it is easy to analyze all incoming and outgoing communications. Moreover, call center owners can monitor if the agents are adhering to scripts and ensure that industry regulations are being met. Also, with performance analysis tools, companies can reduce call volumes during peak hours. This helps eliminate operational problems and improve customer services, thus leading to more profit-making opportunities for call center operators.

2. Reduces Overhead Expenditures

Reports suggest that call center analytics software can pay for itself in as little as 3 months. The software allows filtering information and provides valuable cost savings data. In turn, this helps call centers avoid overspending, decrease customer attrition, and level up their reputation in the call center market.

3. Combined Growth

With growth metrics and key insights available at a click, call centers can help their client companies better. This is possible as call center analytics software evaluates audio and textual data, but it also gathers information regarding reasons for calls and how well call center agents is addressing customer needs. Analyzing these factors will allow call centers to address the loopholes and enable and empower their clients to perform efficiently.

4. Find New Opportunities For Selling

A call center analytics software collects positive and negative responses given by customers at different locations and allows organizations to make changes to their marketing and product strategies. Moreover, the software also enables call centers to create personalized selling strategies and even persuade customers to try new services/products by keeping their preferences in mind.

5. Improves All Facets Of Key Metrics

Minimizing rates of first-call resolutions(FCR) and reducing average handling time is the priority for call centers. With call center analytics reporting, managers can get a clear idea of why customers need to repeatedly contact a call center. It will identify why customers call again and reveal instances of frequent calls that were not detected via other means. Moreover, the software also answers if the communication style needs to change or if some calls are genuinely unavoidable.

Types Of Call Center Analytics

1. Speech Analytics

Speech analytics plays an essential role in voice-based call center processes. It helps agents identify, analyze, and understand the customer’s requirements and expectations and insights through conversations. Moreover, speech analytics allows identifying critical issues regarding the project, the system, operation, and other procedural problems.

2. Text Analytics

Text analytics involves understanding customer’s requirements through text and written documents. Several organizations are combining text analytics and social media interactions to derive key insights into consumer behavior.

3. Desktop Analytics

Desktop analytics is a tool that allows employers to track and monitor their employees’ desktop activity and the performance of systems. This is useful to gauge the performance of agents and their systems and provide them with necessary guidance.

4. Cross Channel Analytics

Cross-channel analytics is one of the essential aspects of a call center analytics system. It allows companies to identify and assess different channels customers use to interact with them. Once a call center is successful in analyzing these channels, it becomes easier to optimize customer interactions.

5. Self–service Interactions Analytics

With this tool, call centers assess customer experiences in self-service channels such as interactive voice responses and the internet. This helps companies identify methods to refine self-service applications and make customer experiences smooth and efficient.

6. Predictive Analytics

With predictive analytics, call centers can analyze and recognize new ways to communicate effectively with their customers. Moreover, it also helps in reducing the average call handling time.

More Features

Power Dialer
Power Dialer

Deliver your daily calling commitments like a pro with CallHippo’s super-efficient Power Dialer function.

Smart Switch
Smart Switch

Choose from multiple telephony providers before placing a call. You can now safely bid adieu to all your call connectivity issues.

Global Connect
Global Connect

Global Connect helps you know the right time to call your international clients.

Smart Call Forwarding
Smart Call Forwarding

Each user can choose to have calls forwarded to several phones, to remain reachable even on the go.

Call Transfer
Call Transfer

The Call Transfer feature allows you to redirect a connected call from your phone number to a team member.

Call Conference
Call Conference

It’s a feature that will enable you to add a third person to your two-way call and turn it into a 3-way conference.

Call Queuing
Call Queuing Software

A Call Queue places incoming calls in a line when the agent is busy attending to other customers.

Call Barging
Call Barging

Call Barging is when a supervisor who is silently monitoring the call decides to enter the conference bridge.

Call Recording
Call Recording

Record every call on each of your numbers to better monitor your performance as a team.

Voice Mail
Voice Mail

Receive voicemails by email in your inbox. Play them directly from your email.

Call Analytics
Call Analytics

Track your phone support performance. Measure the percentage of missed calls, call load of each teammate, etc.

On Hold Music
On Hold Music

On Hold Music from CallHippo is a great way to keep your callers happy and engaged while on hold or upload your own custom music.

Top 3 Call Monitoring Software

1. CallHippo

CallHippo is one of the best VoIP service providers with robust call monitoring features. Whether you want to monitor calls in real time or barge into a live call, CallHippo allows you to do it all. This can help you improve your agent’s performance while enhancing the customer experience. 

Features of CallHippo

  • Live call monitoring
  • Call whispering
  • Call barging
  • Call recording
  • Voicemail
  • Skill-based call routing
  • Feedback for calls
  • Intelligent reports and analytics
  • Automatic machine detection

CallHippo Pros

  • Proactive customer support
  • In-depth analytics to help you understand your customers
  • Helps avoid FDCPA violations and the use of abusive language from either party
  • Offers better value for money than other call monitoring systems on this list

CallHippo Cons

  • The mobile app needs to be more robust
  • The user interface could be improved
  • Sometimes connections during calls get lagged 
  • Setting up voicemail is quite difficult

CallHippo Pricing

CallHippo has four plans.

  • Basic: $0 per month
  • Bronze: $16 per user per month
  • Silver: $24 per user per month
  • Platinum: $40 per user per month

2. TalkDesk 

TalkDesk is another leading call monitoring software that empowers you to deliver a better customer experience. It allows you to monitor and check the quality of calls of all your support agents. Managers can see the ongoing calls from their “Live Calls” dashboard and barge in on them if required. 

Features of TalkDesk

  • Voice engagement
  • Studio and routing
  • Real-time dashboards
  • Knowledge management
  • Business intelligence
  • Virtual agent
  • AI trainer
  • Quality management
  • Screen recording
  • Customer experience analytics

TalkDesk Pros

  • Robust AI features like agent assistance and virtual agent
  • Even the basic plan comes with comprehensive voice capabilities
  • Supports a wide range of third-party integrations
  • Provides agents with step-by-step guidance via Smart Scripts

TalkDesk Cons

  • The mobile app is only available on premium plans.
  • AI-powered features are way too advanced for small and mid-range businesses.
  • It is more expensive than other call monitoring software on this list.
  • Customers report call drops, and quality issues are quite common.

TalkDesk Pricing

TalkDesk has four plans. 

  • CX Cloud Essentials: $75 per user per month
  • CX Cloud Elevate: $95 per user per month
  • CX Cloud Elite: $125 per user per month
  • Experience Clouds: Quote on request

3. Zoho Desk

Zoho Desk is a powerful phone system that comes with call monitoring capabilities. It has extensive ticket management features that are perfect for businesses receiving a high volume of daily queries. The dashboard provides a comprehensive view of agent activity, including response rates, ticket traffic, and customer sentiments.

Features of Zoho Desk

  • Agent collision detection
  • Contextual AI
  • Response editor
  • Omnichannel communication management
  • Sentiment analysis
  • Embeddable self-service
  • Work modes
  • Custom workflows

Zoho Desk Pros

  • Integrates seamlessly with other Zoho products
  • Affordable per-user pricing
  • Comes with a 15-day free trial to test the product
  • Robust analytics and reporting

Zoho Desk Cons

  • Complex to set up and customize
  • Does not have a desktop application
  • Has a high learning curve
  • Lack of customization options in the lower subscription tiers

Zoho Desk Pricing

Zoho Desk has three plans. 

  • Express: $7 per user per month
  • Standard: $12 per user per month
  • Professional: $20 per user per month

Enterprise: $35 per user per month

Frequently Asked Question

What are the advantages of call center analytics?

Call center analytics has multiple benefits, but the significant ones are maximizing revenue, enhancing customer experience, improving and monitoring your key metrics, and promoting better call center agents productivity.

Who can access individual call logs?

Call logs are the automatically generated repository of all calls made & received by your call center available on a single screen. In the CallHippo solution, you can view your logs under the activity feed after logging in.

What are the types of call center analytics?

The main objective of call center analytics is to enable a data-driven approach. Six main types of call center analytics empower the process: Speech Analytics, Text Analytics, Predictive Analytics, Desktop Analytics, Self-service Interaction, and cross-channel Analytics.