Here at CallShaper, we’re all about efficiency in 2024. Fortunately, many of the tools included in our cloud-based call center platform were built to maximize efficiency in the first place. One such swath of tools: Our quality assurance and analytics mechanisms, which offer real-time insights into agent performance and customer data. Here are four ways that taking advantage of these analytics tools can help make your call center more efficient.
- You’ll Notice Trends Faster
First, let’s talk about the customers. While there will be customers calling your inbound call center with very specific, personal issues, there will be countless more who will be calling with the exact same questions. Easy-to-use tools that analyze the content of calls in real time will help you identify these trends and patterns in inquiries that much faster than waiting until you have time to go back and listen to calls. Identifying trends quickly is critical for multiple reasons. First, it gives you a starting point for potential product updates and changes that you make to your services in the future. And second, you can use the data to edit your script so that when agents are presented with the same calls and questions they have the correct answers on hand and can provide solutions faster, improving the customer experience.
- You Can Offer Targeted Training
This one goes hand in hand with noticing customer trends, but on the agent side. In addition to trends in customer inquiries, analytics tools can also help you identify trends in how your agents are performing and adjust your training accordingly. Perhaps you notice certain questions that your agents are unable to answer because they don’t have the proper tools; you could provide them with the training and tools to take those calls to resolution. Or perhaps you notice that your agents could be performing better at the beginning of calls when they should be establishing a rapport with the customer; you could provide additional role-playing training that will help them work on these skills. Without the proper analytics tools, your agents could be making the same mistakes or struggling with the same questions over and over again. But with them, you can offer the right training to help improve their performance.
- You’ll Identify Bottlenecks
While the prior two benefits focused on the interaction between the agent and the customer, analytics can also help you detect any bottlenecks that might exist in your technology or IVR before the agent and customer even connect. For example, maybe you have a high number of customers hanging up the phone before they reach an agent, or customers navigating to the same menu over and over only to have to return to the start. The customer journey before they reach an agent must be as streamlined and efficient as possible and analytics tools will help you identify and adjust anything that may be preventing this.
- You Can Adapt Staffing Levels
Especially if you are staffing an in-house call center, the last thing you want is to have more agents on the clock than you need at any given time, as this is a use of time and resources that you may not be able to afford. Likewise, you don’t want your call center to be understaffed during high volume times, as this can lead to your agents becoming overwhelmed and burnt out that much faster. One of the easiest things to see from your analytics tools is the volume of calls coming in at all times. The longer you track this, the more patterns and trends you will be able to see in the days and times in which call volume spikes and in those when there are lulls, and you can adapt your staffing levels accordingly. Having the correct number of agents working improves both your agents’ experience and performance and your customers’ experience.
The built-in analytics tools in CallShaper’s call center platform can track all of these things and more. To see for yourself, request a demo today.