Understanding the Power of Unified Analytics in Call Centers

77% of customers consider a company’s customer service just as important as the quality of its products and services. With e-commerce and customers going omnichannel, a consistent experience is expected across all forms of communication and today’s call centers give them just that. But this comes with a caveat.

How does a call center assess its own performance over so many channels, catering to so many customers at so many different times, considering both individual agents and teams? Unified analytics makes this possible. There are other benefits too to call center analytics. Let us look at some of them now:

1. Immediate call resolution without escalations or return calls

By leveraging speech analytics, it is possible for managers and team leaders to listen in to agent conversations. They can then be analyzed for any abusive language from the customer or the agents or to gauge customer frustration.?

It can also help with resolution analysis. Was the right resolution offered on the call? Was the customer satisfied with the resolution provided? What can be done to improve the resolution? Over the course of time, such corrective measures will reduce the number of escalations and return calls that must be made to the customer.?

2. Improves overall customer experience

With unified analytics, you can get a 360-degree view of customer calls, issues, escalations, the skill level of agents who handled a specific customer, and understand and appreciate the overall customer experience. It can also be ascertained whether customer demographics make a difference as well. Did you know that people from the UK are more likely to leave (50%) than those in the US (44%) after a bad customer service experience??

Nevertheless, both figures are still pretty high, which points toward the importance of heightening customer experience through stellar customer service. And such experience affects the bottom line as well. In the US, around $41 billion in revenue is transferred between companies as a result of bad interactions every year. In the UK, it is relatively lesser at ￡12 billion, but still a very significant amount.

3. Transparency guaranteed

Every person on the floor and in the management is clued into agent performance. Be it senior customer service agents, team leads, or managers, there is transparency regarding the agent metrics, such as the number of calls handled, number of calls missed, number of calls dropped by the customer, time taken for resolution, etc. All the stakeholders are well aware of individual and team metrics and they can work toward improving these, and with it the quality of each agent.?

Feedback from both peers and managers is made possible by such transparency. It also encourages personalized training to understand each agent’s individual strengths and opportunities and work on them, while eliminating any difficulties.?

4. Efficient workflow?

Route to agents who would be able to handle the issue. Escalate issues that cannot be handled by junior agents to senior and more productive/effective agents. How can this be accomplished? Such call routing is largely analytics driven and based on decisions taken by managers with a top-level view of those KPIs on the dashboards.?

The overall workflow in the call center improves with such routing, with each agent fully understanding individual responsibilities and getting more skilled at what is to be done.

Closing words

Unified analytics is a great enabler for better efficiency, speed, and transparency in call center communications. Integrating unified analytics into your call center’s existing unified communications turns data into insights, helping administrators and managers understand the benefits of one routing strategy over another, for instance. It helps bridge the gaps in the performance of agents across the floor, puts the spotlight on great customer experience, and boosts the business’ bottom line with intelligent insights enabling better decision-making. HoduSoft is a unified communications partner who can help you achieve all this and more. Talk to us today!