Things you will get by using a real-time call center analytics


Everyone knows that call center analytics is essential. But are real-time analytics beneficial, or are they excellent for more prominent brands? A kpi call center dashboard is now standard in call centers, allowing the team to check, track and analyze changes faster. With years of experience in customer service and implementing it with your clients can benefit every call center. You will know the benefits of real-time analytics, how your team can prepare, and how they can help.

Good customer experiences

Making a consistent and memorable customer experience at every touchpoint is essential. It will benefit the contact center and real-time analytics that makes it possible. Real-time analytics will allow your team to solve and address problems in a few months. It is where there is still time to give an excellent experience to your existing customers.

Target monitoring

A call center will target calls where a customer is following up on a problem related to crucial business. There are such as low survey scores, renewals, etc.

When you monitor these types of interactions, it will give you more information, and it will help your call center to enhance its processes. You will find certain areas where the agents succeed or need more training and coaching.

Random monitoring

Many center leaders will depend on random sample monitoring to measure the agent’s performance. It is how you will secure good quality customer service. However, this type of approach is limited in its ability to tell you about the state of your contact center. The traditional quality assurance will interact on a few for review. It will depend on some qualities, such as the longest or shortest call, or it will depend on the random sample.

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Good agent feedback and empowerment

The sooner your feedback happens after you have done an interaction, the more effective it will be. But many QA processes will take weeks or months to finish. It means the agent feedback is made to agents a few weeks after the call in question happened. It makes it hard for agents to remember and give feedback. However, with real-time monitoring, you can provide agents with solutions. It will be good to give post-call feedback, which is faster.

Building strategic decision making

The faster you get the data, the quicker you implement it. You may notice today’s market and customer expectations change more quickly. Real-time data will help you to be strategic about your business decisions. You know what is working from what is not where you dont have to spend months towards a dead-end before changing. It will allow you to make strategic decisions for customer experience with analysis and operations.

Everything can be hard to manage in in-house call centers. However, outsourcing will make it easier to implement real-time call center analytics. It is an excellent help for call centers to have real-time analytics to improve and give the best for the clients.

About the author

Alexey Shelepov
By Alexey Shelepov