Leveraging Advanced Data Analytics & Intelligent agent coach for transforming Call Center experience

The job of a call center agent is usually difficult, especially if your representatives are continually immersed with requests, questions, or complaints that cannot easily address your customers. We also second your thought that keeping your customer on hold during the call makes them frustrated. The result of this huge knowledge gap, a business needs to understand what interventions are required to provide better customer services. This, in turn, considerably reflects on your customer happiness and loyalty. So, how do we stay on top of our FCR, NPS, CES and CSAT scores? Well, that's not a million-dollar question, but it is certainly doable with the technology we discuss below.

Transforming your Call Center with Advanced Data Analytics

The good news is that call centers are increasingly using basic data and analytics tools.

The need to lead in data and analytics is essential, and advanced data analytics helps to remodel your call center by;

• Understanding and predicting the top ten Customer feedback issues by geography, zip code, state, and city.
• Hyper personalization – Understand what potential marketing program will fit with your customers, improving your Revenue!
• Voice calls are converted to text and then analyzed using: Sentiment analysis, problem tagging, and search of converted text for previous problems (Elastic Search). Marketers can use this data.
• Understanding of real-time events using a live Dashboard. This will showcase all impacts on your company's reputation and sales growth.

So, What's the Solution? - Knowing on executing Intelligent Agent Coach

Intelligence agent coach allows for opportunities to improve a variety of service metrics by the following means:

Voice Analytics

It uses the Google speech engine to convert speech to text on live streaming using a microphone, giving you a clear understanding of the conversation's context. It also reduces the repetition of sentences due to inaudibility.

Data Masking

Voice analytics-enabled systems have the potential to collect sensitive customer information. The use of Google DLP to mask this information improves data security.

Real-time Agent Coach

The system can recognize any phrase or keywords that could signal an important moment or message during the conversation using AI-powered voice analytics. This helps the agent to converse ceaselessly and flags customer complaints or feedback.

All of the tactics listed above can improve call center quality while increasing agent productivity and efficiency, resulting in a better customer experience and decreased costs. Moreover, smart call center solutions enable businesses to extract critical information from unstructured data from customer interactions. This data helps deliver conversational intelligence and connect with consumers on a much deeper level, resulting in increased customer retention and metric scores.

Connect with Payoda technologies to know more on how we can help your enterprise to leverage data that?support your business?goals.