In this era of “data-driven decision-making” and the digital economy, information gathering and real time analytics are major drivers of business success. The pool of data from which meaningful and actionable insights can be drawn is being constantly added to, through day to day operations, transactions, and by digital communications technologies like email and VoIP telephony.
Your call center or business phone line is often the first point of contact that customers will have with a physical representative of your company. Help lines and technical support also expose the human face of your organization to public view. In all of these interactions, it’s important to know what kind of experience your clients are having, whether they’re satisfied, and what kind of value they take away from contact with your agents.
Real time analytics and call center metrics can provide many of these answers, and assist in making improvements or charting the best way ahead. These guidelines can help.
Monitor Real Time System Performance To Reduce Waiting
Most market analysts agree that callers want personalized service and consistent answers, when they speak with multiple reps. They also don’t want to be kept waiting on hold indefinitely, or have to repeat themselves when transferred.
A cloud business communications system provides the tools needed to monitor system performance in real time. Supervisors can use these to identify those periods when call volumes are at their heaviest, and allocate agents appropriately to minimize waiting. Historical reports enable administrators to determine the times of day or year where patterns suggest it would be wise to put on extra staff or additional lines.
Assess Agent Performance To Improve Response
Real time call monitoring, recording, and “Listen, Whisper, and Barge” functionality (where supervisors can give advice to agents during a call, unheard by the caller) are features that enable management to get a clearer picture of how agents are doing on the phones – and steer a path to better performance, if necessary.
The objective should be a higher quality of response to consumer queries or contact, quicker turnaround times, and an overall improvement in customer service. In cases of dispute or misunderstanding, these particular tools can often spell the difference between successful conflict resolution and dissatisfied customers, or worse.
Call recording and transcripts provide documentation that can also be used in future training and orientation materials.
Monitor Transaction Records To Better Allocate Resources
The reporting features available on UC platforms can give vital information on the types of calls coming in, waiting times, numbers of calls transferred, and the number of calls abandoned. Analysis of these figures can give managers the information and insight they need to properly staff their call centers, and allocate the resources they require.
Make The Best Use Of The Available Tools
Business VoIP systems typically provide the following tools for real time and historical analytics in call centers:
- Call tracking
- Call recording
- Call reporting
- Data mining
- Lead captures
- Lead management
- Lead scoring
- Real-time intelligence
Tools are often deployed in conjunction with web analytics resources like Google Analytics, to determine advertising sources, the destinations of calls, and to manage and monitor call agent performance. Higher end platforms will also provide easy integration with Customer Relationship Management (CRM) tools, to support lead capture and conversions.
With over 20 years of experience listening to feedback, investing in innovation, and thriving to help businesses succeed, net2phone provides an easy to use, feature-filled, all-inclusive communications solution, that offers deep business insights with powerful call data analytics.
To increase your capacity for measuring and improving success with real time analytics, speak to a net2phone expert.