While most contact centers use various CRM and ERP software, predictive analytics are often overlooked in the need for calls, leads, and employee management functions. Here are several reasons that adding quality analytics and forecasting capabilities to your current systems will increase your quality and competitive edge.
1. Customer behavior – Customers behavior is often unpedictable and irrational. Predictive analytics will take key aspects of your customer’s information and cycle them through an automatic process of data gathering and workflow planning for key areas of importance. Customer lifetime revenue, customer satisfaction, how long customers take to get help, and what types of needs they have are all used to help contact centers more effectively predict the needs of customers. As a business you can’t always know what customers will need, but you can be prepared by utilizing software that seeks to remove unpredictability in business interactions.
2. Integrate multiple data sources – Analytics requires data, and there are data locations your contact center ERP may not be collecting from. Integrate your entire customer contact process with independent demographics and collate the information to easily understand who your customers are and what their needs are. Data source integration can be complex and cumbersome, however, utilizing the cloud can lend to agile scalability for your company.
3. Change from quota-driven employee management to employee goals – With the right predictive analytics, you will be able to match phone agents with the best suited customers, and place agents behind the phone at the best time to reach your highest paying customers. This relieves stress on management, and gives your employees the freedom to develop unique strengths within your team, whether it is the person who is really good at letting people talk, or the high-powered sales manager who can up-sell every customer you send them, learn to leverage your workforce and give them the tools they need.
4. Increase the closing rate – Qualifying a customer is the essential step to closing them. If they are seeking to purchase your product, or receive customer support for a previously purchased item, your goal is to “close the deal” by providing them the answers they seek. The right analytics software will be able to give you and your customer service agents the right information to qualify new customers, up-sell cusomter, and maximize customer service opportunities before the customer even says “Hi, my name is….”.