Track Performance and Exceed Expectations with Call Center Analytics Software
Call center analytics software is software that enables agents in call centers to capture and track important data from inbound and outbound callers. Call center analytics software most often bases standard metrics on the number of times a client calls to find answers to their questions, the length of the calls and overall customer satisfaction. Then stored safely in your call center database, customer metrics by configuring and converting the captured information for quality management of agent/client interactions.
Did you know… 66% of call center businesses are looking forward to investing in advanced analytics to provide a better customer journey1.
Often referred to as Key Performance Indicators (KPI), tracking call center statistics will keep you informed of the performance of your agent when interacting with a client or customer on the phone. Are questions being answered in a timely and accurate fashion? Are clients being informed with all pertinent information about the service or product being sold? It is through tracking analytics that your call center will be able to keep up with industry changes, new and updated technology and customer expectations. And more perhaps more importantly, utilizing call center analytics software to improve the customer service experience will improve your overall business productivity- and you can watch as your sales soar!
CallShaper, originator of a cutting-edge cloud-based call center platform for efficiency- and compliance-minded directors of inbound and outbound telemarketing call centers, will help you to achieve your business goals. The CallShaper professional team will get you on the right track to success while providing the genuine customer service that you – and your customers – deserve! Call us today. We are here for you.
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