In today's global marketplace, many companies have turned to a call center model to assist, streamline and maximise customer service and sales needs at scale.
With one eye focused on providing excellent support and the other on efficiency, an ideal call center needs to strike that perfect balance of care and resources.
While call centers require an increase in overhead, they also sacrifice valuable "face to face" customer interaction. The current state of call center analytics provides employers the ability to improve service quality and doing so with the bottom line in mind.
Call center analytics allows for an unparalleled opportunity to monitor and improve a variety of service metrics from call times, efficiency, employee performance and customer satisfaction.
Although the definition is generally somewhat broader than this, at their most basic, call center analytics are a variety of tools that companies can employ through multiple support channels to keep their operation at peak performance.
The challenge with a call center operation of any size is that management on the floor only has access to a limited amount of information. With multiple agents dealing with scores of customers every day, only highly escalated situations (such as a system outage, a customer complaint, or an employee in need of coaching) would alert management to possible issues.
As such, under the old way of measuring, many opportunities for improvement would fall through the cracks.
Successful centers use advanced call center analytics software to monitor and review performance, not only from a customer lens, also from the employee’s perspective, as well as a business-owner lens.
Each of these approaches offers its own advantages and together satisfies each angle. The key to choosing the correct analytics combination lies in understanding the approaches, and how they can be used to improve your call center. Here are the six most common approaches to analytics:
The most-common complaints about call centers are the duration of being on hold, slow turnaround times, having to explain an issue multiple times to different agents, and lack of a satisfactory resolution.
Let’s take a look at how analytics can be leveraged to flip these oft-cited call center problems into opportunities to improve.
By reviewing each of these aspects, businesses can look at call volume data by hour to ensure they have the proper staffing level for all of their operating hours, thus reducing (and even eliminating) customer hold time.
With enough resources to deal with incoming calls, this allows for more time spent with each customer and ultimately more call time to resolve the issue. When systems are operating at peak efficiency, service level agreements are being met more often.
This is but one simple example of how call center analytics can help you identify the holes in your call center operation. Armed with the data and intelligence from your service analytics software, you’ll be able to more easily find patterns and make educated business decisions based off real customers behaviors and activity en masse.
Through advanced call center analytics and intelligence software, service your customers with the call-center experience they expect. By analysing all of the available call center customer data, you’ll be able to quickly locate flaws in your process, and improve upon the advantages that your call center is already offering.
As a result, your clients will be able to get the solutions they need, as quickly and easily as they could ever want. There’s nothing more valuable than taking what is generally associated with as a negative product experience to an overwhelmingly smooth, and potentially pleasant, interaction. That’s what’s possible with call center analytics.
The best way to see how Salesforce is revolutionising customer service is with a guided tour of Service Cloud. With the guided tour, we can show you how Service Cloud shines in several common use cases and scenarios.
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