Outsourcing customer service and support to a call center can help you save time, boost your profits and provide your customers or clients with a better experience. However, you cannot get the most out of your call center until you start tracking data and analytics and using your findings to improve the way calls are managed.
Obtaining predictive analytics for your call center will take time. Start with simple things, such as the average length of a call and the time when calls are made. This will help you predict the amount of calls that can be expected at any time of the week.
Have customer service representatives fill out a short survey after each call. Ask them to choose a relevant category for the call they received. This information could reveal a common quality issue with a product or help you pinpoint the information that is missing from your website.
Look at what happens after each call. A client or customer might make another call if they run into more problems, make a purchase, or lose interest in your products or services. Gathering data on the outcome of each call will help you determine which sales methods are more efficient and identify what causes people to lose interest in your products or services so that these mistakes can be avoided in the future.
Ask clients and customers to fill out a survey after each interaction with your contact center. This data will give you an idea of how helpful and knowledgeable the staff of your contact center are and could help you identify the areas where more training or a different approach might be needed.
BroadSoft CC-One can help you increase customer engagement by providing you with analytics tools adapted to your needs. Contact us to find out more about our solutions and get a better idea of how big data can help you.