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6 Ways to Analyze Your Call Center Data

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Want to analyze your call center data to improve agent performance and customer service? There are a few different ways to analyze call center data. In this post, we will outline 6 ways to gather valuable data about the functioning of your contact center so that you can determine ways to improve performance.

Analyze Your Call Center Data: 6 Methods

Tracking and call center analytics continues to be important as contact centers can use these insights to offer better service, find valuable leads, and increase sales. And once your company has this information, you can identify areas of strength and weakness and then improve your service and increase customer satisfaction. Here are some useful and practical ways to track and collect call center data:

1. Watch Your Call Detail Records

Call detail records list down all incoming and outgoing business calls. This means that you can get insights into how many calls your business makes and receives per day. You can identify patterns such as what days in the week or times of the day your business receives the most calls. This information can help your call center prepare for high call traffic periods by having more agents on call during those times.

Additionally, you can use call tracking to identify where your calls are coming from. For example, you can assign different local numbers for different geographical regions or advertising channels. And as calls come into specific numbers, you will be able to determine which location or marketing channel this customer came through. This information will help improve marketing efforts in areas responding well to your services.

2. Track Call Center KPIs

The best way to see how your call center is doing is by tracking significant call center KPIs or key performance indicators. Tracking and studying these KPIs should be the focus of your business as they can help you maintain good and desirable performance. Six of the most popular contact center KPIs include:

1. First Call Resolution: Measures how often a caller’s query is resolved on the first call itself. This means, no follow-up calls or emails were required.

2. Average Time in Queue: Measures the time callers wait in the queue before being helped by an agent. This KPIs gives you a good idea of how quickly and efficiently your agents are responding to customer calls. If your business offers live chat, email, or social media engagement, then you can even track the response time for these channels.

3. Average Handle Time: Measures the average time spent on handling a call (including talk and hold time). A delicate balance must be struck between keeping low handle times and effective customer service. If you try to cut down on the average handle time, you may negatively affect the quality of customer service.

4. Average Abandonment Rate: Measures how often customers leave or abandon a call. Customers may abandon calls if they have been waiting for too long or are frustrated with your IVR system. Short wait time and easy-to-navigate IVR systems can help reduce the average abandonment rate.

5. Customer Satisfaction or CSAT scores: Tracks how satisfied your customers are with your company and service. Use surveys, feedback portals, and forums to gather CSAT scores.

6. Response Time: Measures the percentage of calls answered during a certain period. This helps your call center team understand the goals and standards set so they can work towards them.

7. Agent Absenteeism: Measures the amount of time agents are not at their desks answering calls. Productivity can be impacted by missing agents and therefore, it is important to identify this issue and take positive actions towards resolving it.

8. Agent Turnover Rate: Measures call center attrition and turnover rates so that you can identify reasons why agents leave and how to make them stay.

3. Study Customer Preferences

It’s no secret: good customer service leads to good sales. In order to offer better customer service, you need to understand your customers and their preferences. This is where it is important to listen to what your customers need, pay attention to and understand their emotions, study their preferences, and so on.

Likewise, adopt and empathetic active listening, ask for their opinion, and offer service that complements their preferences and expectations. For instance, some customers may prefer email or live chat over phone conversations. Having email and live chat as alternative communication methods can help satisfy these customers.

4. Make Quality Assurance a Priority

Quality assurance (QA) is the process of offering good, effective, and high-quality customer service. Call center QA is often achieved by:

  • Training agents to offer high-quality service
  • Listening in on calls — also called call monitoring — to offer agents feedback and help as needed
  • Reviewing recorded calls to train agents on appropriate and inappropriate behaviors
  • Studying customer preferences

By conducting call center QA, you are not only monitoring agent performance and employee-customer interactions but also improving your overall client relations.

5. Key into EX Metrics

EX refers to employee experience and this is one of the call center analytics that does not get talked about enough. While businesses focus on improving the experience for customers, not many focus efforts on creating a good and healthy work environment for employees. EX metrics are important to measure since low EX rates can lead to more attrition and agent turnover, which in turn will cost your company more.

Some ways to improve EX and reduce turnover rates include:

  • Training new agents and offering refresher training for current agents on a regular basis
  • Equipping employees and agents with the right call center tools to do their jobs effectively
  • Making sure management is approachable
  • Offering incentives for good and successful results
  • Helping employees maintain a good work-life balance
  • Keeping remote working as an option
  • Asking for feedback from employees

6. Collect Customer Feedback through Surveys

Lastly, another piece of call center data is collecting customer feedback. Feedback can help you identify how customers view your service and what they need from you. And you can use this information to make your service better and improve customer satisfaction.

Use Call Analytics to Reach More Customers

Call analytics and virtual call center software can help your business attract new customers across the world as well as increase the retention of current customers. Set high standards and track metrics to ensure your teams maintain those standards, and watch your business grow locally and internationally.

Call Analytics: What Are They and How to Use Them?

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To execute smart marketing strategies that will increase your business’ visibility and awareness, marketers need to know what exactly your target audience wants and how to best appeal to them. And one of the ways that they can study this is through call analytics. Here we look at how call analytics works and why your business needs to invest in this marketing tool.

Why Call Analytics is Necessary for Business

Most marketing revolves around digital tactics. However, what can one learn from offline tactics such as phone calls and text messages? And how can that data be used to improve customer response? This is where call analytics comes in. By studying call tracking analytics, marketers can identify which channels are working well and which need more work.

When customers are looking for a new service or product, they will often reach out to the business via phone calls to learn more. However, digital marketing metrics don’t usually cover call outcomes. And this information is often valuable.

How Does Conversation Analytics Work?

Call analytics can help your marketing team gather information about calls and their outcomes so you can use this to your advantage. Your team can analyze calls individually or collectively, depending on the type of data you are looking for. Call analytics helps you analyze:

  • Individual calls to study how particular calls go, why they succeed or fail
  • A group of calls to determine their source and how they impact your business

So, how do call analytics work?

  1. Replace your numbers with call tracking virtual numbers.
  2. Use different numbers for different channels (one for your main number, one for social media, one for different locations, etc.).
  3. Measure and track results from each of these numbers and channels.
  4. Boost your marketing ROI by spending more on high-performing lines as opposed to low-performing lines.

Top Features of Call Analytics

For companies that use phone numbers as their main call-to-action, call analytics can give great insights into which areas of marketing are more successful than others. This is done by evaluating various call analytics features such as:

Advanced Reporting

In order to conduct call analytics, one must have access to advanced and detailed call records. This is where advanced reporting comes into play. This feature will give users access to information needed to study how different communication and marketing channels are working. For instance, you can gain insights into peak and preferred call times, preferred communication channels, geographic information, and so on.

Call Recording

Hosted call recording records all incoming and outgoing calls and stores them for future review. Reviewing recordings will help you understand what works and doesn’t work when an agent or employee is on a call with a potential customer. You will also be able to identify areas of concern that customers may have or certain preferences and expectations they come with. You can then target these issues in your ads and drive up your conversion rate.

Call Transcriptions

While call recording lets you listen to each call, call transcriptions let you read the conversation. Again, similar to call recordings, reading call transcriptions can help you get a visual idea of how calls are performing and what can be done to make them better. Another similar feature is voicemail transcriptions that send voicemails in text format to your email. This too can help you gain insight into customer behavior and preferences.

 Lead Scores

A lead scoring feature lets you view which leads and prospects are qualified. This way, you are focusing on leads for driving and boosting your business.

Ways to Use Call Analytics

So, how can your business use call analytics to offer better customer service?

1. Before the Call
This part of the call tracking process is the first level of call analytics data and it focuses on what led to the call. For example:

    • Which marketing campaign prompted the individual to call?
    • Where is the call coming from? Your website, offline or online ads?
    • What location is the call coming from?
    • When was the call made and how was it routed?
    • Who answered the call?

Call tracking can help you identify where your leads are coming from. In other words, which marketing sources are effective. It can also help you understand which calls convert and this will then help you replicate the process with other callers.

2. During the Call
The next level focuses on what happens during the call. That is, what is working and what is not, so that customer interactions can be made better. Calls can be analyzed by listening in on a call (call monitoring), joining a call (call barging), or reviewing past calls (call recording).

Such analytics can help you determine the best methods of communication and customer interaction. With that information, your team can increase conversions and customer satisfaction.

Get Top Call Analytics Features with United World Telecom

United World Telecom can get you set up with call recording, call tracking, and detailed call records to study how your incoming and outgoing business calls are performing. To learn more, visit our website or speak with our experts today.