Call center analytics is the task of gathering and analyzing data to monitor metrics and track key performance indicators (KPIs) designed to improve performance, increase operational efficiency, and enhance the customer’s call center experience. Call center analytics relies on data collected from a range of sources, including the center’s phone system, CRM system, and other software tools.
Why do call centers need analytics solutions?
Call center analytics enables managers to gain greater visibility into every aspect of call center operations and to make data-driven decisions that enhance performance. Call center analytics can help managers determine what optimal staffing levels should be, where agents need additional training, how scripts and messaging can be improved, and how processes must be refined to improve the customer experience.
What is call center experience?
The call center experience is the impression that a customer has of their interactions with call center agents over time. Positive call center experiences result in loyal customers who are more willing to recommend the company and the call center to their social network. The call center experience is impacted by how customers feel they are treated by agents and by how quickly and satisfactorily their needs are met during their call center interactions.
What are the benefits of call center analytics?
Analytics technology can deliver significant advantages for call centers.
- Better customer service. By tracking KPIs such as customer satisfaction and first call resolution, analytics technology can identify problems, bottlenecks, and inefficiencies that, when solved, can improve the customer experience.
- Greater efficiency. Analytics can identify inefficient processes and agents within the call center, enabling managers to take steps to improve efficiency and reduce costs.
- Stronger agent performance. Using metrics such as agent utilization, first call resolution, and average handle time, call center analytics can identify areas where agents need additional training or coaching to improve their performance. Call center analytics can also identify the agents who are most effective at handling certain types of calls, enabling managers to route calls more effectively.
- Deeper business insights. Call center analytics offers valuable insight into customer needs, preferences, and behavior, helping call centers to make data-driven decisions that improve customer experiences, identify new product and service opportunities, or resolve issues that could otherwise lead to a brand crisis.
- Higher revenue. Analytics increases revenue by helping call centers reduce costs and improve efficiency. Call center analytics can also boost the bottom line by enhancing customer satisfaction, improving customer loyalty, and increasing customer lifetime value.
What’s important in a call center analytics solution?
A superior call center analytics solution should offer capabilities for:
- Automating processes and data collection. Managing call center performance and KPIs requires data from a broad range of sources. The right call center analytics solution will automate this process, gathering comprehensive information from customer interactions as well as all the solutions in the technology stack.
- Training and coaching. Superior call center analytics technology should support agents by identifying areas where additional training is necessary and by offering real-time coaching that improves the outcome of each customer interaction.
- Capturing unsolicited feedback. The interactions that customers have with call center agents are a treasure trove of unsolicited feedback – the kind of intelligence that can deliver deeper insights into customers’ needs, preferences, behavior, and emotions. With analytics that capture and analyze unsolicited feedback, call centers can deliver superior customer service and call center experiences. • Cloud-based solutions. A cloud-based analytics solution streamlines installation and enables call centers to extract value on day one. Cloud-based solutions also simplify maintenance and updates while supporting the hybrid call center workforce.
What KPIs are most important in a call center analytics solution?
Of the hundreds of KPIs used to track performance, these are among the most important for most call centers.
- First call resolution (FCR) tracks the percentage of customer issues that can be resolved on their first call – a measure of agent effectiveness and efficiency.
- Average handle time (AHT) measures the average time required for agents to complete a call, including talk time, hold time, and post-call work. This KPI is a measure of efficiency and an indicator of effective training.
- Average speed of answer (ASA) measures how long callers must wait on average to speak with an agent. High ASA rates may indicate a problem with staffing levels or with agents who are not handling calls efficiently.
- Transfer rates track the percentage of calls that must be referred to a supervisor or another representative for resolution. High transfer rates suggest insufficient training or inefficient call routing.
- Abandoned call rates measure the percentage of callers who hang up before speaking with an agent. High abandoned call rates may indicate insufficient staffing levels or inefficient call handling.
- Customer satisfaction (CSAT) measures how satisfied customers are with their call center experience.
- Net promoter score (NPS) measures the likelihood that a customer will recommend the call center experience or the company to friends and family.
How does conversation intelligence in call center analytics?
Conversation intelligence technology captures and analyzes interactions between customers and agents via phone, email, chat, social, text, web, mobile apps, and other channels. Using speech and text analytics, conversation intelligence solutions determine the meaning of words in a conversation as well as the emotion that drives behavior. By capturing, analyzing, categorizing, and scoring 100% of interactions with customers across all channels, conversation intelligence can deliver unprecedented insight into customers’ needs, behaviors, preferences, and motivation. This detailed data enables more accurate KPIs and produces intelligence that helps managers to enhance customer experiences, automate quality assurance, and improve performance across the call center.
How does CallMiner Eureka improve call center analytics?
As the industry’s most comprehensive platform for analyzing customer interactions at scale, CallMiner Eureka delivers the intelligence that helps call center managers to make better business decisions. Eureka captures 100% of customer conversations and analyzes interactions at the deepest levels, turning insight into transformational business change. By automatically converting the unstructured information in customer interactions into structured data, Eureka makes it easy to identify opportunities for improvement throughout the call center while providing real-time feedback and next-best-action guidance for agents to improve call outcomes.