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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What is call center analytics?

Call center analytics refers to the tools employed by call centers to measure their performance metrics. The call centers’ management uses them to locate knowledge gaps, study interactions with customers, and address loopholes through training sessions and other methods.

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 call center analytics software.

1.Real-time monitoring 

With call center analytics 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 agents are 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 software, 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.

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Published by CallHippo

Last updated: March 5, 2021