Understanding Call Center Analytics
Optimize your customer service with these approaches to call center analytics
Call center analytics is the process of collecting and analyzing customer data to unearth valuable insights about your service organization’s performance. This includes customer satisfaction (CSAT), revenue, customer retention, customer effort score, and service-level agreement (SLA) performance.
However, a common challenge for many service executives is having a real-time, holistic view of call center performance across all channels. With multiple agents dealing with scores of customers every day, only highly escalated situations – such as a system outage, a significant customer complaint, or an employee in need of coaching – come to their attention. That means there are many opportunities for improvement.
These are the top ways to use your call center analytics to improve customer loyalty and increase revenue.
Find the right approach for call center analytics
Voice analytics for call center managers
Customer self-service analytics
Customers can update their contact or shipping information, check their order status, or set up an appointment from your customer portal. They may access an FAQ on your site for a common question or reach out via chat and interact with a chatbot.
Self-service analytics show you how well these channels are working for both your customers and your employees. You can review your case deflection scores and see if there are any slowdowns or problems in the experience. You can also use self-service analytics to review common searches and identify any new trends in customer requests.