Business VoIP Featured Article

Analytics Adds Insight to Call Center Operations

April 14, 2016

By Maurice Nagle, Web Editor

Big Data and analytics solutions are garnering greater attention, especially in industries where the actionable insight directly affects the customer experience and customer satisfaction. The modern contact center serves as the frontlines for customer interaction, with each conversation containing nuggets of invaluable insight into behavior. Integrating a business analytics tool can prove transformative to a firm’s operations.

Let’s take a look at how applying an analytics solution in the contact center can ensure best practice and optimum results.

Quality of service (QoS) sees a near instant improvement when all agent-customer interactions are monitored. By implementing a speech analytics solution all incoming and outbound calls are monitored to see how well agents stick to scripts and provide that regulations are not violated.

By monitoring each interaction, a firm can diagnose opportunities for up-sell or cross-sell that were missed or mishandled to make they can be capitalized on in the future. Thus, not just padding the bottom line, but padding the bottom line by selling services and solutions the client needs / wants.

In gaining actionable insight from reporting, a solution will pay for itself in the savings it provides. From saving a firm from superfluous spending to improving the customer experience and reputation the benefits become tangible rather quickly and the results speak volumes.

Another area of import in analytics is metrics. For a call center, one might be intent studying average call handling times or first call resolution rates but an exceptional business analytics tool can bring far more to the table. Data collected provides the call center with actionable intelligence necessary to make sure that each customer interaction is brought to positive resolution.

These are only a few examples of what analytics can do for your call center. But remember, the benefits of analytics spread far beyond the call center. Regardless of industry, added insight into improving operations should be viewed as mission critical. Any business leveraging a phone (which, it’s probably safe to say that all businesses use some type of phone), can gain from analytics.

Edited by Stefania Viscusi


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