Your sales team uses reports to track and forecast their sales.  The finance department uses reports to analyze revenue and compare that with costs.  So why wouldn’t you also want to use reports to evaluate and improve your customer service?

Customer service has such a huge impact on the success of any business.  Good customer service builds customer loyalty and creates a positive brand image, while poor service can lead to customer distrust and even customers switching to a competitor!  By improving your customer service, you can see the positive impact throughout your entire business.  Check out these 3 different ways that you can use call analytics in your call center to improve your customer interactions:

  1. Evaluate Incoming Call Volume – How can you tell if your call center is properly staffed if you don’t know how many calls are coming in?  Call accounting is a great tool that can help you not only determine total call volume, but also shows exactly when you get the most calls each day.  By finding the daily, weekly, monthly and even hourly patterns in your incoming call volume, you can more appropriately staff your call center.  Reduce customer hold times (improving customer service!) while simultaneously managing costs by optimizing your staff.
  2. Evaluate Call Queues – You’re off to a great start by looking into your trends in call volume, but what about those calls that never made it through or the calls that still took a long time to get connected to an agent?  Call center reporting provides valuable details on Key Performance Indicators (KPI’s) for your call center, such as abandoned calls, service levels and queue times.  By evaluating these metrics, you can learn more about what your customers are experiencing when they call into customer service.
    For example, by looking at service level reports, you can get an understanding of what percentage of calls are being answered within a certain length of time.  If you see that a lot of calls are outside this acceptable range, you can look more into those calls.  Are they just a second or two outside of the range, or are some calls being left unanswered for 15 minutes?  If you see a few outliers, you can look more into when they were calling in.  Was it during the lunch rush?  If so, then it could be valuable to talk to your agents about the importance of staggering their lunch breaks so that your customers aren’t being left on hold.
  3. Evaluate Agent Performance – All of your agents are on a call, but do you know who they’re talking to?  Are they taking an incoming customer call, are they following up with a previous customer’s inquiry, or are they taking a personal call?  Are there some agents that simply let their phones ring for others to pick up?  These are the types of questions that can have a big impact on your customer service.  You want to make sure that your agents are meeting their goals, but that can be very difficult to do if you aren’t tracking their performance metrics.  Calling information, such as missed opportunities and agent states, can tell you a lot about how an agent spends their day.  By seeing what your agents are doing, you can better evaluate their performance and optimize your call center.

To learn more about DATEL’s Unified Contact Center SWEET! (UCCS) and their other contact center management solutions for both small to mid-sized businesses and enterprises, please visit www.datel-group.com.