If you’re trying to find someone in your company willing to sort through and analyze collected call data, you may be met with crickets. It’s a task that can be tedious and time-consuming, which is why a platform like CallShaper does most of the busy work of data collection, organization and analysis for you. That way, all you have to do is look at the results—and you should. Here are five reasons to take a deep dive into collected call data in order to optimize your business.
- It shows what drives sales.
End-of-the-month or end-of-the-quarter sales numbers will tell you how much revenue you’re making and what products are selling, but not much more. Call data, on the other hand, will tell you exactly what is making the customer decide to follow through with the purchase. Is your product so good and in demand that customers are just calling and purchasing? Are most sales the result of an upsell or downsell by the agent? Are most customers on the fence, only to be persuaded by a stellar rep on the line? Regardless of the reason, simply knowing what it is can inform future sales strategy for greater efficiency.
- It reveals disconnects between teams.
Especially if your reps are primarily dealing with customer service-related inquiries, how efficiently and successfully those are handled can reveal if some of your teams are working better than others and if everyone is on the same page. Are the first-line agents able to handle the majority of inquiries, or are they frequently kicking calls to other departments or up to a supervisor? Are customers being told one thing by an agent on one team and then something else by an agent on another? Your team should function as one unified, cohesive team all working toward the same goal. But if they aren’t, call data can alert you so you can fix it.
- It informs future budgets.
Every department and facet of a business operates on a specific budget. Those numbers can be chosen at random (and sometimes, when a company is just starting out, they may need to be) or they can be informed by research and data. Call data can help inform the future budgets of multiple departments, especially personnel and advertising, as it will reveal what advertising formats are driving leads and conversions and how call volume and subject matter correlate to the agents you have on the phones.
- It drives necessary personnel changes.
The only way to know if your agents are executing calls up to your standards is by listening to them. Call recordings make this possible, while a robust call history can eliminate the need to listen to them on a regular basis. Data on which agents are getting the most conversions can also clue you in as to whether there are any weak spots on your team and whether any personnel changes need to be made.
- It eliminates potential potholes.
Despite the fact that a successful sales business requires numerous people working together, just one weak spot in the chain can cause the whole system to fall apart. Perhaps your training for new agents is not detailed enough or your IVR is not getting customers where they want to go fast enough. These issues and more can reveal themselves through a close analysis of your call data.
CallShaper’s robust reporting mechanisms make it easy to evaluate all of these factors and more. To see how, request a demo today.