The call center or contact center is essentially one more important customer touchpoint. The call center can operate and communicate via various channels at the same time including SMS, Facebook, call, in-portal chat, and more.

In the case of an inbound call center, the conversations routed to the associate via IVR happens over a call while in the case of outbound call centers, the conversation can take place over any channel based on the consumer’s preference.

These contact centers are not just one another consumer touchpoint but also generate tons of important consumer data. This data can be utilized with the help of call center analytics software to derive intelligent insights, improve consumer experience and satisfaction and business ROI.

Enhance Customer Experience

With API based call center Analytics software, it becomes tremendously easy to monitor and measure important data. Along with tracking the Key Performance Indicators (KPI), with analytics other relevant metrics can also be tracked. The analytics, of course, have a long term impact but it can have a big impact in the short term as well.

The call center executives can utilize real-time analytics and optimize day to day processes at the exact moment. The historical data analytics also assists them to make important positive decisions.

With powerful analytics, you can observe, test, and, measure all the important components of providing flawless customer support.

Based on the 360-degree analysis, leaders can understand the process and people delivering excellent work and know the processes acting as bottlenecks and rectify them. Managers can make data-driven decisions to improve the complete process and improve customer satisfaction.

Minimize Customer Effort

There can be multiple KPIs that need to be tracked and monitored but the first thing to understand is the customer effort. The call center needs to check all the KPIs regarding customer experience while trying to reach an executive. They need to know if it was easy for people to contact these call centers and for how long they must wait.

Are there any customers who are abandoning the queue or is there any other issue. By measuring and monitoring these metrics, leaders can ensure the customers are satisfied with the services and do not have to put too much effort in order to reach an executive.

Improve First Contact Resolution Rate

Another important thing to measure is the first contact resolution which denotes the calls where the customer query is solved during the first contact.

The first contact rate is usually tracked to see efficiency. Whenever the rate is found low, it can be derived that the agents need more training to solve the queries in one go.

This can help in reducing the call volumes coming due to multiple calls made to solve one problem, in turn improving customer satisfaction

Enhance Self-service Displacement Rate

Many times, the customer queries are so simple and straight forward that they need not have any conversation with the executives but can directly reach the information by IVRs. For example, the customer may need to know their account balance or the delivery date.

This is known as automation or self-service displacement rate. If this rate is low, the leaders need to work on improving the IVRs and automation to save precious time for executives.

Reduce Transfers, Holds, and Callbacks

So many times, when the customers have a little complex problem, executives may need the customers to hold, transfer, and give a callback. They might need to transfer the call to the product-specific executives or make the customer hold until the time they check the relevant details.

As well as the details can be so cumbersome or detailed that they might even need to call them back later with a solution. All these things can reduce the customer satisfaction level and hence needs to be lowered in order to maintain it

Reduce Complaints and Escalations

As the number of channels of service increases so does the data range that needs to be captured across the platforms by analytics. For several reasons, the escalations and complaints happen, and it needs to be understood if there are any specific channels generating these issues.

The complaints per channel and escalation per channel needs to be monitored to ensure the customer experience remains good on all the channels. By looking at these metrics leaders can make critical changes that can reduce these rates and improve satisfaction and ROI.

These are just a few metrics that the leaders, managers, and executives can look at to understand the current process issue and rectify it. The analytics solution can truly transform if these insights are utilized properly.

The call centers can see improvement is ROI as well as provide better customer service. In the times of pandemic when every resource and every minute needs to be optimized, analytics is certainly going to play a major role.

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