By using this site, you agree to the Privacy Policy and Terms of Use.
Accept
SmartData Collective
  • Analytics
    AnalyticsShow More
    data analytics in sports industry
    Here’s How Data Analytics In Sports Is Changing The Game
    6 Min Read
    data analytics on nursing career
    Advances in Data Analytics Are Rapidly Transforming Nursing
    8 Min Read
    data analytics reveals the benefits of MBA
    Data Analytics Technology Proves Benefits of an MBA
    9 Min Read
    data-driven image seo
    Data Analytics Helps Marketers Substantially Boost Image SEO
    8 Min Read
    construction analytics
    5 Benefits of Analytics to Manage Commercial Construction
    5 Min Read
  • Big Data
  • BI
  • Exclusive
  • IT
  • Marketing
  • Software
Search
© 2008-23 SmartData Collective. All Rights Reserved.
Reading: Challenges Data Analytics Can Solve in the Call Center Industry
Share
Notification Show More
Latest News
data analytics in sports industry
Here’s How Data Analytics In Sports Is Changing The Game
Big Data
data analytics on nursing career
Advances in Data Analytics Are Rapidly Transforming Nursing
Analytics
data analytics reveals the benefits of MBA
Data Analytics Technology Proves Benefits of an MBA
Analytics
anti-spoofing tips
Anti-Spoofing is Crucial for Data-Driven Businesses
Security
ai in software development
3 AI-Based Strategies to Develop Software in Uncertain Times
Software
Aa
SmartData Collective
Aa
Search
  • About
  • Help
  • Privacy
Follow US
© 2008-23 SmartData Collective. All Rights Reserved.
SmartData Collective > Analytics > Challenges Data Analytics Can Solve in the Call Center Industry
Analytics

Challenges Data Analytics Can Solve in the Call Center Industry

Data analytics is very important for modern call centers and can help them solve many of their most pressing challenges.

Diana Hope
Last updated: 2022/02/28 at 9:12 PM
Diana Hope
6 Min Read
call center support
Shutterstock Licensed Photo - By Bojan Milinkov
SHARE

Many industries are benefiting from changes in data analytics. The call center industry is one of them. Call center analytics is changing the industry immensely.

Contents
1. Lack of training and development among employees2. High cost of development and acquisition3. Regulations4. Cybersecurity

However, data analytics isn’t guaranteed to solve all call center challenges without the right strategy in place. Some people think that the call center software industry has the potential to grow exponentially but this is not the case. There are numerous factors holding the sector back negating its progression. Data analytics technology can help solve many of these challenges, but it needs to be properly utilized.

However, this is not to say that the industry has no legs. Brands such as Aircall.io have solutions that have revolutionized the realm with easy-to-use data analytics interfaces and cloud-based storage that makes it easier to store and access files.

Below we discuss some of the factors holding back the call center software industry that could be solved with data analytics tools.

More Read

construction analytics

5 Benefits of Analytics to Manage Commercial Construction

How Data Cleansing Can Make or Break Your Business Analytics
Tips To Improve App UX with Advanced Mobile Analytics?
5 Ways B2B Companies Can Use Analytics for Pricing
Albanian Bitcoin Investors Tap the Power of Predictive Analytics

1. Lack of training and development among employees

Software developers in this industry have to develop solutions that the target market can use with ease. This affects the end product since most call center owners do not take the time to train their employees and keep them up to speed with emerging trends in the market. The lack of training and development in the workforce presents developers with a challenge that they cannot ignore. Conforming to developing what the agents can use is among the reasons why there are very few disruptive innovations in this sector.

The good news is that data analytics technology can help with employee training. Companies use data analytics software to see how employees are progressing across various metrics.

2. High cost of development and acquisition

It is impossible for call centers to overhaul their systems after every few years as they cost an arm and a leg. For this reason, developers cannot advance and leave the consumers behind. This has derailed the call center software industry in many ways. On the other hand, very few companies in the world have the resources to develop new software from scratch. The cost of development contributes to the high pricing of the software as it is not cheap.

This is another area where data analytics can be useful. Big data technology helps many organizations facilitate mergers and acquisitions, as Deloitte has pointed out.

“very mergers and acquisitions (M&A) decision is driven at least in part by data. In the past, you might not know the real story behind the numbers until your business was in the trenches of post-deal transition. Today, you have M&A data analytics…”

Call centers are no exception. They can use data analytics to drive mergers and acquisitions.

3. Regulations

The communications realm is among those that governments in the world monitor closely. A lot of information goes through these systems causing a security threat. This has influenced the regulations that govern the industry. Some of the rules do not permit for certain provisions and this has impacted the software development side of things. Developers do not have the freedom to create solutions that may infringe on the rights of the users. Such regulations have held back this industry for a long time.

Data analytics can also help with compliance. Call centers can use data mining to learn more about various rules and make sure their operations comply with them.

4. Cybersecurity

Technological advancements come with a fair share of challenges. Hackers are the biggest threat to any system. The call center industry involves the transfer and storage of sensitive information. Security therefore is one of the considerations that developers must worry about. Getting the necessary approval for some of the innovations is impossible due to the risks that the system is exposed to. This in turn has limited the kind of software getting into the market.

Many other factors have contributed to the lagging behind of this industry. The developers have to face numerous challenges before they deliver their product to the target market. Call center owners work with brands that have been in operation for a long time, this is because they can trust the quality of the products and services they offer. This has denied new software soft landing in the market as it takes time before a business operator can decide to overhaul the system.

Data analytics is also surprisingly important with cybersecurity. Data analytics helps call centers assess risks of cyberattacks with predictive analytics and risk scoring algorithms.

TAGGED: analytics in business, call centers, predictive analytics
Diana Hope June 16, 2021
Share this Article
Facebook Twitter Pinterest LinkedIn
Share

Follow us on Facebook

Latest News

data analytics in sports industry
Here’s How Data Analytics In Sports Is Changing The Game
Big Data
data analytics on nursing career
Advances in Data Analytics Are Rapidly Transforming Nursing
Analytics
data analytics reveals the benefits of MBA
Data Analytics Technology Proves Benefits of an MBA
Analytics
anti-spoofing tips
Anti-Spoofing is Crucial for Data-Driven Businesses
Security

Stay Connected

1.2k Followers Like
33.7k Followers Follow
222 Followers Pin

You Might also Like

construction analytics
Analytics

5 Benefits of Analytics to Manage Commercial Construction

5 Min Read
data cleansing tips for business analytics
Big Data

How Data Cleansing Can Make or Break Your Business Analytics

9 Min Read
mobile analytics is useful for app UX
Analytics

Tips To Improve App UX with Advanced Mobile Analytics?

6 Min Read
benefits of analytics in pricing
Analytics

5 Ways B2B Companies Can Use Analytics for Pricing

11 Min Read

SmartData Collective is one of the largest & trusted community covering technical content about Big Data, BI, Cloud, Analytics, Artificial Intelligence, IoT & more.

AI chatbots
AI Chatbots Can Help Retailers Convert Live Broadcast Viewers into Sales!
Chatbots
giveaway chatbots
How To Get An Award Winning Giveaway Bot
Big Data Chatbots Exclusive

Quick Link

  • About
  • Contact
  • Privacy
Follow US

© 2008-23 SmartData Collective. All Rights Reserved.

Removed from reading list

Undo
Go to mobile version
Welcome Back!

Sign in to your account

Lost your password?