In an environment where customer experience is king, businesses need to listen carefully to the needs, sentiments, and expectations of their customers. Every day, contact centres and support teams collect vast amounts of information in the form of calls and queries. This data holds the secret to how to speak to your audience in a way that will generate better sales and stronger outcomes.
The only problem? You need a way to transform all the raw data that you collect into genuine actionable insights. That’s where call analytics comes in.
Call analytics solutions give business leaders the tools they need to transform raw information into real results.
Here’s your insight into the biggest benefits of a call analytics platform.
1. Get an Overview of Your Business Operations
How much do you really know about your business operations? Could you pinpoint the exact time of day when you get the most calls, or which seasons have the most demand? For most businesses, the answer is a resounding “no”. However, this doesn’t have to be the case.
With a cloud-based call analytics platform, you get an unprecedented view of how your contact processes are working. This means that you can easily see when your staff are busiest and adjust your resource use accordingly. For instance, if you see that your team gets more calls in certain months of the year, you can easily add extra seats to your cloud-based service environment with just a couple of clicks.
2. Real-Time Insights into Problems
Even the best business calling strategy doesn’t work perfectly all of the time. There are going to be moments when you experience a loss of quality, a drop in bandwidth, or another issue. With access to real-time data, you can view call traffic and agent activity and respond instantly to problems.
You can even retrieve missed calls and reduce the risk of losing revenue. The best call analytics platforms don’t just show you where you need to improve in the future. These tools can also give you the power to pivot and adapt in the moment too. Remember, companies focused on actively improving customer experience achieve revenue up to 8% higher than their competitors.
3. Improved Employee Engagement
How do you keep your teams engaged? In a world where many employees are working away from a traditional office environment, business leaders need a way to keep everyone focused. With wallboards, you can give teams plenty of insight into what they’re accomplishing.
This information not only provides real-time guidance on where you need to adapt and improve, but it also acts as a gamification factor too. Wallboards and leader charts can ignite a spark of competition in your team, causing them to behave more creatively to reach their goals.
4. New Training Opportunities
The best businesses are always working on optimising the experiences they can give to their customers. A crucial part of this process is training your employees with new strategies to help them get more done. With reports that show you exactly what’s going on in your company, it’s easier to determine where you need to implement extra training.
You can even gather useful customer feedback and use trending data to give your teams deeper insights into where they need to expand their skills.
5. Track Your Growth
Call recording tools and analytical services can provide detailed insights into your business at multiple levels, with access to over 400 statistics for real-time and historical data, helping to increase performance at a granular level.
Being able to dive into information about the amount of time customers spend waiting on hold, or how many sales are completed each day is extremely valuable. It shows you which strategies and training campaigns are really working for your team, as well as giving you useful information to share with stakeholders.
6. Identify Missed Opportunities
With call analytics, you can go beyond finding out what you need to do to unlock new opportunities. It’s also possible to examine areas where you might have missed out on converting a lead too. If you can see that you’ve lost calls in certain places, you can also track what led to that issue, and why you’re missing out on potential revenue.
For instance, maybe you need to update your call routing strategy, or add more members of staff to your team so that customers can speak to a representative faster?
7. Improve the Customer Experience
Figuring out what’s wrong with your current customer service strategy improves your bottom line, but it also does amazing things for customer experience too. By tracking your calls end-to-end, you can recognise the friction points in the client journey which are making it difficult for people to interact with you. As a result, you can make valuable changes to your processes accordingly.
If customers are getting frustrated by having to repeat their information, for instance, then it might be worth placing call-pops on your agents’ screens so that they can access useful information from the moment an interaction begins. Now that 83% of companies believe in the value of customer experience and satisfaction, if you’re not focusing on CX, you’re lagging behind.
8. Better Compliance
Finally, when you’re using software to ensure that every interaction is accurately logged, you’re also setting yourself up for better compliance. If you ever need to go back and pull information out of your system for legal purposes, you’ll be able to do that. You can even check through your strategies to ensure that you’re taking the right steps to adhere with regulations like GDPR.
Part of giving your customers the excellent service they deserve is ensuring that you have the right strategies in place to safely and securely manage their data. With call analytics, you can understand your business and its compliance like never before.
Unlock the Benefits of Call Analytics
Call analytics gives today’s businesses the unique opportunity to learn about operations and customer journeys on a deeper level. With the right analytics platforms, you can create bespoke wallboards that inspire and motivate your team, dive into the unique conversations that your employees have each day and make positive changes to your processes.
Guest blog by Hilary King, Head of Marketing, Akixi
Akixi is an award-winning company providing cloud-based call reporting and analytics solutions, offering unprecedented insight into how business processes are working and how they can be optimised for a game-changing, ultra-responsive customer experience. If you want to discover the benefits of call analytics for yourself, reach out to Akixi today.
