As customer-facing companies grow and expand their reach, their call centers reach capacity, forcing them to open new locations. This presents a challenge, but also an opportunity. While dealing with more and more customers increases the complexity of customer service, it also amplifies the impact of smart decisions. The problem is, many companies fail to put enough focus on the quality of their customer service.
It’s easy to understand why this happens. It’s difficult to connect customer call quality with the bottom line. Mostly because call quality is hard to quantify. That’s where call analytics comes into play.
You need data to quantify results. If you take the time to understand the insights that come from call analytics software, you can easily find many ways to improve how your business functions and improve the overall customer experience.
Pay Attention to Call Analytics, and Profit
So you have a busy call center. Phones are ringing and agents are talking nonstop. Good news, right? Not necessarily. As any good car mechanic will tell you, it’s what’s under the hood that counts. Things might appear great, but unless you know what indicators to look for, you can never know how things are really going.
For example, do you know how long each caller has to wait to speak to an agent? Do you know the percentage of calls that disconnect due to callers growing impatient? Do you know which agents are working efficiently, and which ones are struggling to keep up with customer demands?
Only with call analytics can you begin to find answers to these types of questions. If you notice callers are experiencing longer-than-usual wait times before speaking to an agent, then it’s safe to assume some will get tired of waiting and hang up the phone. This means you’re losing sales opportunities and upsetting customers. Not a good look. But thanks to call analytics, you can fix the problem quickly by getting more customer service agents to field calls, or by training agents to field calls more efficiently.
When you take the time to look in detail at these seemingly minor issues, you can find all sorts of ways to boost profitability through improvements to customer service. It’s no secret that fewer dropped calls translates to more successful calls, better retention, and increased sales.
Truly understanding in detail how your call center is working will inevitably lead to opportunities you wouldn’t have found otherwise.
VoIP vs. Landline – a Night and Day Difference
Believe it or not, plenty of call centers still use analog landline phone systems. While it’s true that this setup doesn’t prevent agents from making and receiving a high volume of calls, actually understanding the flow of calls with analog systems is a nightmare. A manager put to task on figuring out call analytics with a bunch of landline phones will have a lot of work ahead of them.
Since a VoIP (Voice over Internet Protocol) system is software-based, you can easily monitor all your calls through a convenient online dashboard. By using a VoIP service with call analytics built-in, every critical aspect of your call center can be studied, managed, modified, and optimized – all at a lower cost than that of a traditional landline system.
Multiple Locations, Simple Solutions
VoIP systems and call analytics software become especially powerful when you have multiple locations to manage. You can use analytics to learn about the intricacies of each call center. VoIP solutions offered by BullsEye are optimized for this exact scenario – to help ensure all of your call centers are operating at peak efficiency.
With a single, centralized system in control of multiple locations, you can truly realize the power of intelligent call analytics. The benefits are immense: for example, if you notice one call center taking a disproportionate number of calls, you can simply route calls to another call center with more agents available. You also get the benefit of call recordings, which can be converted to text and serve as a rich source of information for big data analytics.
Most importantly, using VoIP combined with advanced call analytics keeps your multi-location business flexible. It’s easy to make smart adjustments on the fly when you have access to actionable call data.
It’s Just Data – Don’t be Afraid of Call Analytics!
I know some people cringe when they think about data analytics. It sounds complicated and intimidating. But once you see call analytics in action, the benefits will be clear. And fortunately, thanks to some fancy software and slick dashboards, you don’t need to be a data scientist to get insights. Just pull up your call analytics dashboard to see intuitive data visualizations that tell the story you care about.
We’ve made sure our call analytics software includes a colorful, user-friendly interface that gives you everything you want and leaves out the rest. You can have the most pertinent information front and center, where it’s easy to monitor and manage.
Dive into Call Analytics Today
Trying something new can be intimidating. Plus, thoughts of purchasing all new equipment can quickly turn a new tool into a major hassle. But you’ll be pleased to find out just how easy it is to set up VoIP and call analytics.
Our VoIP professionals ensure the integration of this powerful software with your existing marketing and sales systems goes smoothly. And best of all, you don’t need to install any new hardware. The VoIP system works through your existing internet connection.
You don’t need a supercomputer to run the software either; in fact, you can manage its functionality and features using a smartphone, tablet, or your desktop computer. So, if you’re ready to take the next step, contact us today to set up a free consultation and get ready for increased efficiency, productivity, and profitability.