Anyone who has ever been on hold is familiar with the words, “your call may be monitored for quality assurance.” Needless to say, the meaning of those words has evolved over the years. Call centers can now take an omnichannel approach and use AI to record analytics about everything, from speech patterns to the tone of voice.
This evolution is an opportunity for business advancement. Here are four data-based call center improvement strategies to take your business to the next level.
Improving Tone with Speech Analytics
Answering the phone with a smile is an old trick that ensures a positive, genial tone when dealing with customers. Voice-analysis software is the new age technology that helps amplify these practices.
Speech analytics monitors the tone of both call agents and customers. For calling center agents and employees, it’s easy to feel fatigued and let one’s tone slip. Speech analytic technology identifies when an issue arises and prompts the employee to remind them of their tone or to suggest taking a short break. These analytics go beyond general tone and assess things like the cadence of speech and distractibility as well.
In addition to using this data to improve employee morale and attitude, it can also monitor the customer’s response. Speech analysis technology can detect changes in the customer’s tone to indicate if they’re responsive or frustrated and help the agent recognize that cure and respond accordingly.
Improving Accessibility with Omnichannel Usage Statistics
To offer proactive customer service, you need to be willing to meet customers where they are. That means taking an omnichannel approach to client care and contact.
Using omnichannel usage statistics through an automatic call distribution software can help you connect with customers in the best way for them. Using these data points can tell you how many customers prefer to contact you through text messaging, Facebook, and phone calls. You can use this information to streamline your efforts and put your focus where it matters the most.
Using the right omnichannel software can also help you with call routing and enhanced workflows.
Reducing Hold Time with Forecasting Data
All businesses go through ebbs and flows, regardless of the industry in which they operate. There may be times when you get barely any customer inquiries or support requests. Conversely, there will be overwhelming periods when you feel bombarded.
The holidays are a common period of increased traffic for many businesses. As a result, they require more employees to manage customer service, from taking orders to offering post-purchase support.
Using analytics about seasonal functionality can help you forecast periods of increased traffic and plan your employment strategy accordingly. Using these tools ensures you have enough people online so that your customers aren’t getting frustrated by wait times. It also helps you scale your costs to ensure you aren’t paying for labor that you don’t need.
Incorporating Self Service with Categorization
Many businesses are empowering their customers to engage in self service tasks. This approach to customer service benefits everyone. Customers can change their information and track orders without having to call in or wait on a digital response. Meanwhile, fewer resources are required to juggle service calls, and response times are greatly reduced.
Use categorization tagging to identify why people are contacting your business so that you can explore self service options to suit their needs. These changes might take planning and monetary investment to implement, but the ROI will be worth it.
Use these four call center improvement strategies to make data-driven decisions that streamline your business and improve profits.