BPA Featured Article

Too Much Call Center Data: What to Do

By Stefania Viscusi, Assignment Desk, Content Management
January 06, 2017

Data is the beast that’s ruling so much of the direction businesses are moving in today. That’s because all of these tidbits of information, when used properly, can empower companies to get it right the first time and fly much less blindly through the work day.

In the call center, data has become a critical element in how customers are handled and how agents who work in the centers are taken care of. By recording calls, listening for intonations in caller voices and monitoring how long a call is happening before an issue is resolved is all critical information to analyze and improve with.

But many call centers today have so much data – they don’t even know what to do with it. A recent Tenacity blog looks more closely at this topic and how call centers can use all of the data they have to their best benefit and to help with some of the biggest problems they are faced with as an industry.

Agent attrition has always been an issue for the call center industry. The hours are long and keeping customers happy can be a daunting task if you’re constantly on the phone with someone who is frustrated and just wants answers.

Sure, things like incentive programs and gamification might help to make the workplace a more fun place to be, but is it really helping to stop the amount of staff coming in and out of your organization? Leveraging data properly can give you hard numbers and real direction needed to make changes for success.

The bottom line is if you want your business to succeed in 2017, you’re going to need to start getting serious about data and how to use it. Working with a 3rd party professional with proven experience in call monitoring will get you there.

Who are you trusting to help you with all of this?

Edited by Alicia Young