Data analytics have fundamentally shifted decision-making processes across the business world. Now, examining patterns and insights from big data can help enterprises work proactively, boosting efficiency and enabling data-backed strategies.
One arena where data analytics certainly isn't overlooked is in call centers. Analyzing call patterns, customer history and other details can help agents provide the best service possible while addressing any challenges that might adversely affect client satisfaction.
Chances are good that your contact center already has a plethora of data at its fingertips. Here are a few of the best ways to put that information to use:
1) Supporting personalized services
Every client who reaches out to your call center is unique, and so too should be the services they receive. Big data can help shine a light on certain customer preferences, ensuring that call center agents are in the best position to address each caller's needs.
While customer relationship management platforms are certainly beneficial, they aren't the only source of data to be leveraged for better customer insight. All channels including social media, online reviews and helpdesk details can be incredibly telling and utilized to paint the most complete picture of your customers.
2) Analyzing speech for satisfaction
Forbes contributor Bernard Marr noted that there is a growing number of call centers using speech analysis and natural language processes technologies to glean insights and make improvements. This type of analysis is particularly helpful when it comes to the advancement of automated platforms.
"It used to be that you had to use the exact word or phrase, saying 'accounts' or 'operator' in order to be routed properly," Bernard pointed out. "But with the growing sophistication of NLP algorithms systems can now interpret long strings of words, like 'I have a weird charge on my bill I want to talk to someone about,' and route that caller to the correct department."
This not only boosts customer satisfaction, but helps callers avoid a historically frustrating service pain point.
In addition, speech analysis can be used to gain a better understanding of a customer's tone and overall emotion. What's more, this technology can also help gauge a caller's age, enabling call center agents to make the best decisions about additional services or specials to offer.
3) Selecting the right channel
"Every client is unique, and so too should be the services they receive."
Customers now have a range of options for reaching out to your brand, and many call centers are shifting to support new types of communication. An increase in mobile device use now means customers may prefer to email, chat or leverage a mobile app to connect with your business as opposed to making a voice call. Analyzing this cross-channel data can provide the key to effective, successful interactions with customers.
4) Leveraging an integrated solution
Finally, it's important that call centers have the ability to make the best use of their data within the platforms they already use. Having to export or combine existing information with other external sources can be time-consuming, preventing your organization from gleaning the most up-to-date insights.
For this reason, it's crucial that call centers have solutions in place that can help them analyze and visualize the data they already have. Technology like Teo Analytics provides just that, expanding call centers' big data capabilities and enabling them to review and analyze data sets with the most efficiency possible.
To find out more about how Teo Analytics can help support your call center, contact us today.