Call Center Analytics: How to Increase Customer Satisfaction & Agent Productivity

How often have you been told an old cliche-- customer satisfaction and agent happiness are directly proportional? Well, too many times perhaps. Behind each of the different criteria and KPIs are human provocations, interests, and needs. To make each stakeholder accountable and drive efficiency, you need to access the power of call center software. Call center analytics becomes crucial as you expand your omnichannel call center. Let’s understand the various metrics and what value they hold.

What is call center analytics?

Call center analytics describes the collection, dimension, and reporting of performance criteria within a contact center. It tracks call data and agent performance handling inbound or outbound calls with the help of various call center software and VoIP solutions.

Common types of analytics include:

● handle time

● call volume

● customer satisfaction

● hold time

Call center analytics is much further than just call times. It is a factor in the human element to impact how calls are handled, including the customer experience itself. With the right call center and VoIP business solution, call center data can give crucial insight into customer experience, boost brand loyalty, and enhance effectiveness across the board.

Pros and cons of using call center analytics

The benefit of essaying calls is that you can measure your call center operation and achieve efficiency. Other benefits are:

1. Measurable- Numbers are easier to quantify than traits. There are dozens of meaningful criteria to track and interpret.

2. Integrated- Most of the cloud contact center results offer in-built call center analytics. This means call center leaders don’t need to learn SQL or use Crystal Reports.

3. Manageable-The correct agent criteria are ones that they've a significant amount of influence over. For example, one that can be better from rehearsing the right actions.

Tools to glean analytics in Call center software

1) Data integration

Your call center solution needs to be tightly integrated with your CRM (Customer Relationship Management). In addition to collecting quality data on agent performance and customer satisfaction, it helps your team when they need it most. Cloud call centers development solution uses secure APIs to change data with other services behind the scenes.

2) Instant access to call center criteria

Call data comes in numerous forms and can be overwhelming without the right strategy in place. Don’t just store data in a depository. Your analytics software should come with pre-built reports that connect to your most important business criteria. These reports allow you to quickly turn data into actionable items, rather than struggling to produce custom dashboards.

3) Real-time call center analytics for agents and administrators

It is no longer enough to only look at numerical data. Rather, look for a result to give real-time data to enhance the customer experience. These tools aggregate customer satisfaction, call center performance, and business issues together.

4) Practicable and easy

Every business is unique. While reports will help you easily take advantage of your call data, they might not cover all your KPIs. Look for analytics platform that can track the performance criteria that count most to your business pretensions, similar as

● First Response Time (FRT)

● Average Handle Time (AHT)

● Call Volume

● Average Waiting Time

5) Omnichannel approach for customer satisfaction

Primarily, your call center analytics software shouldn’t be separated from the rest of the business. A good analytics result combines data across channels and takes advantage of an omnichannel

Your call center software solutions are the core of your business, which means it’s essential to ensure that it’s running effortlessly. To do this, you have to take a look at the call center metrics that most roughly impact the quality of your call center’s productivity and also do what's necessary to enhance your processes and agents.

It is crucial to employ the right technology, measure the right metrics, hire the right people, provide the right training, and look for ways to continuously improve your call center productivity. For help amending your call center productivity moment, contact

About Ecosmob

Ecosmob, provides the service to hire expert VoIP developers to design and develop an array of business communication solutions. With the right blend of expertise and decade-long experience, developers can deliver the ultimate business telephony solutions to enhance productivity and efficiency. Ecosmob assure flexible hiring models to help businesses cater to their requirements according to their needs and budget.

For more information visit https://www.ecosmob.com/