Part 1: Optimizing operations through Call Center Analytics
Customer service is essential to any organization, especially for product-based companies offering support to customers around the clock. When an organization offer such services, it becomes pertinent to keep the customers happy, and that is only possible if the call centre operation is fully optimized.
Now, the question is: what makes a customer happy? One important thing to remember is that both happy and unhappy customers are likely to talk or share their experiences on the service received through multiple social channels. In fact, even one negative comment left on a social network can be a daunting situation to deal with because you cannot erase it.
To prevent such an ordeal, it is best to take preventative measures. Making the customer experience a priority will not only boost customer satisfaction and revenue, but also build a smarter call centre.
Real case. Of course, no two organizations are alike. But paying close attention to the year-over-year fluctuations (like what time of the day most of your customers will call for servicing or knowing what type of cases you are likely to receive) can provide valuable business intelligence—insights that can be used to make more data-informed decisions about resource allocation and elimination of inefficiencies.
We present our own client case where our analyst, with the help of Analance™, converted rows and columns of call centre data into stories that helped optimize and restructure call centre operations. Our call center analytics solution ensure that agents are prepared to handle an in-surge of customers and also ensure that skilled agents are available to provide resolution on the first call.
Insights also highlighted the types of calls that could be deflected. To reduce the total number of calls routed to support centres, call centres can proactively address possible customer concerns through other mediums like FAQs and automated message broadcasts.
Based on the insights, managers can also manage agent start times, end times, and break times while call centre performance capabilities are always met.