Role of Call Center Analytics in Improving Productivity

A productive workforce is vital for providing seamless customer experiences. As online interactions continue to grow, it has become substantial for call centers to evolve and retain a workforce that can deliver fiercely to meet the pace.?At such times, call center analytics play a crucial role in monitoring, optimizing, and improving the productivity of team members. Having call center analytics in action adds to the overall productivity of the call center and helps improve customer satisfaction, loyalty and engagement.

What is Call Center Analytics?

Call center analytics is a process of collecting information from customer interactions and processing it to get valuable insights.?Based on the insights, actions can be taken to improve customer satisfaction ratings, compliance of service level agreements, product & services improvement, and enhance the overall performance of agents.

How Call Center Analytics Help in Improving Productivity?

Effective Workforce Management

To increase productivity metrics, it is essential to ensure that agents are not overworked. Setting call center analytics in action is a great move as it identifies different types of patterns such as identifying reason for calls, analyzing call volume, and keeping a tap on agent occupancy.

Based on the call analysis, required actions can be taken in favor of agents such as putting self-service channels in use, optimizing automatic call distribution, managing average handling time by training agents, encouraging omnichannel support, escalating coaching opportunities, and boosting skills-based routing.

As a result, the flow of interactions in queue will be reduced, ensuring customer satisfaction and reducing customer frustration. These measures further guarantee effective agent utilization and adds up to contact center’s overall productivity.

Predictive Analysis

The predictive analysis puts call centers one step ahead in dealing with customer concerns during high rush episodes by analyzing available data.?

Call centers can use predictive data modeling to identify areas of improvement and take necessary actions such as accommodating more staff, training team members, and optimizing key resources. Based on the analysis, call centers can stay prepared for identifying churn risk, dealing with high demands, or with a high volume of customer interactions during the peak season or new product launches.

Improved Strategic Decision Making?

Without upright, well-timed, and data-driven decisions, it is quite difficult for call centers to sustain productivity. Here, call center analytics can play a huge role and calibrate the process of decision-making.

Contact centers must opt for data-driven decision-making. With the help of call center analytics, organizations can communicate insights through business data. Through these insights, leaders get visibility into key metrics impacting agent performance, customer experience, and the cause behind those impacts. On the basis of data analysis, leaders can further take strategic decisions backed up by data.

Focusing on a high number of interactions is not enough, call centers need to come up with a customer-centric approach that works in all directions and meets all expectations. Trusting call center analytics is the right way to touch all the dynamics of an ideal call center, be it customer satisfaction or increasing overall productivity.

With our 20+ years of experience as a global outsourcing solution provider, Etech Global Services has developed in-house software applications for generating call center analytics. We have a team of over 200+ data scientists and engineers that provide analytics to customers to empower them with critical insights. Want to see how it works? Book a FREE Consultation session with our team.