How data analytics can enhance quality in contact centers
Ladies and gentlemen, it’s the era of data. In a world where technology prevails, data has become the most valuable resource for information for every industry looking to grow and expand.?
How data is changing the world
The whole gist of data analytics is how it completely eliminates any form of guess work. Previously, most industries would depend on general statistics, theories, and methodologies to test out and explore the results.?
For the past few years, data has been the main character of the business world because, instead of working on assumptions, you get actual analysis of existing data helping you make more informed and accurate decisions.?
As a result, more and more companies are focusing on adopting data analytics to enhance their growth and operations.?
Data analytics and quality assurance in contact centers
Most contact centers follow the same quality assurance process which is randomly listening and analyzing calls to get a gist of how the agents are performing. However, due to the high volume of calls, they end up analyzing between 1-10% only of the total calls not getting actually valuable insights.?
When it comes to quality assurance, analyzing existing and real-time data can help managers have a better understanding of the customer experience, recurring issues, the service provided, and the agent performance.?
This level of detailed data analysis streamlines the processes of tracking, monitoring, and reporting helping managers turn every call into a valuable source of information.?
As a result, managers have actual metrics helping them enhance their operational efficiency and fostering deeper understanding of customers and their experience.?
If you’re a contact center manager and you want to start exploring the world of data for your call center, it’s completely normal to feel a little overwhelmed: the world of data analytics and the amount of data you can analyze both feel endless.
Which is why we’re giving you a starter kit: the top five types of data you can track to enhance quality in contact centers, and how exactly to do so.?
Five types of contact center data analytics you need
Almost every single contact center records calls received, but listening to every single call to track monitor quality can become very inefficient, so contact centers end up only monitoring 1-10% of the total number of calls they receive leading to a huge gap in accuracy.?
Transcribing calls rather than just recording and listening to them means managers have a full record of every call they can easily skim and search through to have a better understanding of how each call went.
Even better, they can use this huge amount of data to gain insights into their operations and use them as reference to enhance agent performance.
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Speech analysis takes transcription one step further by extracting useful data from conversations such as the topic covered during the call, a brief summarization of the call, the products, the errors or issues mentioned: basically an overall extraction of points covered within the call for quick yet valuable insights.?
Speech analysis can also help you track certain trigger words, flag specific keywords, and identify the entire call process in a glance.
How does your customer really feel, though??
You can easily analyze your customer’s sentiment throughout calls by tracking tone changes and understanding their speech patterns.?
Sentiment analysis gives you powerful insights into how your customer and the agent interact, and an even stronger insight into how your agent adapts to the customer’s interaction and possibly improves (or on a bad call, worsens) the customer’s sentiment.?
Analyzing this data can help you give your agents proper training to enhance their communication and handling skills leading to an overall better customer experience.?
When it comes to performance, depending on guess work or averages can be really unfair for your agents, which is why tracking their performance through call data is a great way to have actual insight into how your agents are performing.?
Performance analysis can be set to track data metrics you pre-set. For example, you can track active listening, paraphrasing, silence time, interruptions, empathy, and even the level of professionalism in their tone.?
Analyzing these metrics with actual data can help you find weakness points in your agents’ performance and help them enhance their performance.?
AI-powered quality assurance platforms can even analyze these performance metrics automatically during calls.?
Through tracking resolution rates, sentiment analysis results, keywords, and customer reactions during calls, you can analyze your customer satisfaction rates more accurately helping you directly find points of improvement.?
With direct and accurate data, you can find exactly what your agents need to work on to get higher customer satisfaction rates.?
There are so many ways you can use data to understand your customers and enhance your experience as well as your team’s performance.?
Our latest product, intellaCX, helps combine automated data analysis with quality control in the same dashboard for optimal contact center management on the spot.
Powered by AI, intellaCX can help you transcribe and extract data from calls as they happen for maximum efficiency.?
Book your demo today to explore the world of AI-powered data analytics through intellaCX.