Call Center Analytics
Discover actionable insights that help optimize support quality and agent utility.
What Is Call Center Analytics?
Call center analytics help businesses monitor data on agent and customer interactions to drive informed strategies and data-driven decisions. Using the insights from KPIs, metrics, and contact center analytics, businesses develop a deeper understanding of customer expectations. Such a comprehension helps businesses optimize their support quality and agent performance.
Benefits Of Call Center Analytics
Stay on top of evolving customer trends and achieve optimal service quality to ultimately gain a leading edge in the business scape. Here are the other important benefits of call center analytics.
Improve agent performance
Call center analytics helps supervisors monitor agent performance in real time and offer constructive feedback which helps improve their functioning.
Higher sales
Call center analytics tools help spot emerging trends and patterns in customer behavior and expectations. Such an observation helps businesses leverage opportunities from the evolving trends.
Optimize workforce utility
Contact center analytics help businesses gauge various information including peak call times, average call handling rate, staff requirements, etc. The data helps optimize agents' utility and performance.
Enhances customer satisfaction
Call center analytics provide data on customer sentiments and expectations, using which agents can offer personalized support ultimately leading to enhanced customer satisfaction.
Cost savings
Contact center analytics software helps sort and filter valuable information on spending vs returns. Businesses can use the insights to control costs and reduce customer attrition.
New selling opportunities
A robust contact center analytics solution curates real-time customer responses that help businesses put forth personalized strategies and find new selling avenues.
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From number buying to inviting your users to making your first call, all it takes to set up your virtual phone system is 3 minutes.
- Buy Numbers
- Add Users
- Start Calling
- Track Calls
Pricing
Ideal for Bulk Calling for Sales, Support and Call Center Teams
Basic
- Unlimited Users (Pay only for number)
- Click To Dial
- Global Connect
- Teams
- Voicemail
- SMS/Text messages
- Smart Switch
- Last Called By
- Forward-to-device
Bronze
- Everything in Basic +
- Free Number1
- SMS
- Voicemail
- Shared Inbox
- Skill Based Call Routing
- Webhook
- Paid Call Recording
- Target Vs Achievement
- Campaign Management
- Everything in Bronze +
- Role based access control
- Free Call Recording
- IVR
- Live Call
- Call Queuing
- User Working Hours
- Call Reminder
- After Call Work
- Call Cascading
- Holiday Routing
- Feedback for Calls
- Gamification
- Call Tagging
- Pause-Resume Recording
Platinum
- Everything in Silver +
- Auto Dialer
- Voice Broadcasting
- Multi-level IVR
- Multiple Level Call Transfer
- Conference Calling
- Call Barging
- Route to External Number
- Forward to Multiple Device
- Single Sign On
- DID Group
- Call Whisper
- Intelligent Reports Analytics
- Reports via email
- Automatic Machine Detection
- Compliance Call Recording
- Google Drive, AWS S3 Integration
- Embedded Dialer Integration
Ideal for Businesses to support their Customers and not for Bulk Calling
Basic
- Unlimited Users (Pay only for number)
- Click To Dial
- Global Connect
- Teams
- Voicemail
- SMS/Text messages
- Smart Switch
- Last Called By
Starter
- Everything in Basic +
- 1000 calling minutes within US/CAD
- 1 Standard Number Free
- Multi Lingual IVR
- 2FA
- User Working Hours
- Business Hours
- Ring All Devices
- Everything in Starter +
- Unlimited calling minutes within US/CAD
- Call Recordings
- Intelligent Reports/Analytics
- Country Blocking
- Call Tagging
- Email notification for Voicemail
- Reports Via Email
- Call Notes & Ratings
Ultimate
- Everything in Professional +
- Unlimited calling minutes within US/CAD
- Call Blocking
- Call Cascading
- Custom Greetings
- Audit Logs
- Webhook
- Dedicated Account Manager
- Personalized Onboarding
- Phone Support
- 24*7 Support
- Advanced Integrations
- Custom Integrations
- Annual Business Review
Frequently Asked Question
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There are eight types of call center analytics and they include, - Speech analytics - Text analytics - Predictive analytics - Interaction analytics - Desktop analytics - Mobile analytics - Self-service - Cross-channel Analytics.
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Contact center analytics tools help monitor agent performance and customer sentiments in real-time using several KPIs like average call handling rates, peak hour volumes, average queue length, first contact resolution rates, etc.
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Call center analytics help businesses boost their revenue, maximize agent utilization rates, enhance customer satisfaction, reduce costs and overheads, and improve agent productivity.
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The first step in analyzing call center data is to determine the key metrics and KPIs based on your goals and objectives. Then, it is important to collect good-quality data and analyze them using a reliable contact center analytics software solution.