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5 Ways to Leverage Call Center Analytics

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Call center analytics relate to the number of tools businesses use to sustain and maximize the efficiency of their call center models. These tools analyze quality of speech, customers’ responses via text messages, conversion rates, and other factors depending on each entity’s call center model.

Some businesses experience challenges when it comes to interpreting data and strategizing effective call center techniques based on call center analytics. This puts them at a disadvantage because they are unable to improve the quality of service using customer feedback.

Here are five easy ways you can overcome obstacles and get the most out of your call center analytics.

1. Listen carefully to your customers. Speech analytics refers to the process of recording and listening to conversations between clients and the call center agents. This mainly enables companies to get feedback regarding certain products or services. You’ll also gauge the overall quality of your call center hardware based on customers’ responses about the clarity of the conversation with your agents.

Through analyzing your speech analytics, you’ll determine the best time frame for calling your customers to pitch new products or services.

2. Take note of the challenges call agents experience. Every call center has its own protocols that guide its agents on how to receive and summarize telephone conversations with customers. Companies use desktop analytics to monitor each call center agent’s compliance with set protocols. However, desktop analytics may fail to clearly present emerging problems that affect compliance with your call center’s policies.

For instance, a call center agent receives a call then directs the customer to a different department. The agent in charge of the department directs the same customer to another department that’s better equipped to solve the matter at hand. As a call center manager, it will be unfair to ask the first call center agent to follow up on the customer’s issue just because he or she spoke to the customer before the other agents.

3. Read between the lines. Nowadays, call centers also use text messaging to send notifications and/or brief reminders. Customers can also ask questions or report issues using the same line. Text analytics enables a business to unlock important demographic secrets. For instance, clients aged 16-35 prefer communicating in slang as opposed to more formal vocabulary.

You can use text analytics to derive a list of new keywords that will enable you to rank higher on search engines than your business rivals.

4. Re-examine your self-service portal. Large companies have online self-service portals to lessen the daily volumes of incoming calls from customers. A self-service portal enables customers to solve their product or service issues without having to call for assistance. In order to ensure that your online self-service portal offers high customer satisfaction, you need to constantly read and listen to clients’ feedback.

5. Pay attention to your predictive analytics. Predictive analytics enable companies to anticipate call center needs by analyzing previously recorded information. By going through the predictive analytics of previous years, you’ll come up with solutions for your current needs.

In conclusion, you can significantly enhance your call center model is by applying the five tips shared above.

Do you have any questions or comments about how to leverage your call center analytics? If so, feel free to reach out to us by calling 877-598-3999 or emailing sales@convergedsystems.com.

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