It is proven that analytics is one of the most powerful and versatile innovations that have proved to be a blessing for contact centers. At present, interaction analytics is a strong tool used by the managers and supervisors in a contact center for increasing agent productivity, increasing collections operations and sales revenues. Contact centers also use interaction analytics for improving compliance to the best practices, adherence to Fair Debt Collection Practices Act (FDCPA), Telephone Consumer Protection Act (TCPA), improving documentation so that the journey of the customer is optimized across various touch points and contact channels. It also provides a higher targeted, optimized, and efficient customer experience.
Interaction analytics is not only versatile but is also quite cost-effective. People who use this powerful technology often find several opportunities in the work environment to get a rapid ROI or return on investment along with increasing revenue, lower operational costs and enhanced productivity.
Interaction Analytics
Interaction analytics in a contact center environment helps in automating the procedure of unstructured information by converting it into well-structured information which can be easily analyzed and searched. Emails, texts, phone calls from customers along with social media streams can constitute unstructured information that is being transformed using information analytics.
Information analytics can provide immense insight and value when it is mixed with other forms of metadata that the agents obtained while handling a customer call or details of the customer in a Customer Relationship Management System.
The process of information analytics usually takes place through a comprehensive system of recorded customer calls along with other forms of contact. It is a superb tool for discovering trends and performing root cause analysis. It also helps in creating a consistent client experience across a multitude of channels.
Real-time speech analytics that is also referred to as real-time monitoring at times helps in supporting decision-making when a call is yet to end. Decision support can be provided to both supervisors and the customer service representatives.
Implementing Interaction Analytics
#1. Information analytics can provide some of the best guidance to the agents through reminders or by sending notifications on script adherence or some other form of assistance, depending on what is taking place during a live call.
#2. Likewise, supervisors are able to receive an overview of all calls for a particular group of CSRs and can be automatically notified of the calls that need instant action, corrections or escalations.
#3. Real-time call monitoring can be extremely helpful for preventing extremely quiet periods on customer calls that can increase call times and may even indicate that your agents require help.
#4. A big advantage of monitoring calls on real-time is that it can help organizations in optimizing their customer engagements via saving calls and de-escalations that may otherwise lead to customer complaints or dissatisfied customers.
#5. Interaction analytics are helping operations in a call center on immediate terms i.e. when your customer service representatives are speaking to your customers and also for a longer time period.
Customer interactions done through text messages or call recordings can be queried and searched for testing a number of hypotheses to find out the most fruitful way for handling certain difficult situations or for identifying trends. It is a very practical technology to grade, analyze and monitor all contacts in a holistic manner.
Interaction Analytics has made it possible to move away from call monitoring done randomly that is usually a common phenomenon in most of the call centers. When automated analytics is applied, it enables greater comprehensive analysis as all non-call and call contacts are included. It also offers objective analysis and scores whose consistency is higher, thorough and timely than what the supervisors and managers could create by themselves.
Such capabilities make sure that organizations using interaction analytics can enhance the quality of every customer interaction and optimize them thus producing a host of benefits to the contact centers.
By making use of interaction analytics, a contact center can reduce costs in things. For example, cost reduction due to a large number of calls getting resolved after the customers called up for the first time. Prompts on IVR may be altered so that misdirected calls can be brought down or addition of newer options can be done for handling the more common issues that may trigger calls from customers.
Use of interaction analytics can bring down the operating cost in contact centers. This is done by optimizing the way agents handle the contacts. When organizations analyze the outcomes, contacts and volume of all your contacts across various channels such as chats, messaging, emails and calls, the flow can be redirected with greater efficiency. Analytics also help in maintaining the staffs at an optimum level and thus enhance the journey of your customers over a multitude of channels so that individual engagements can be resolved more effectively. A relevant example here would be the use of information analytics in identifying the key reasons for repeat calls, sources resulting to a majority of frequent calls, contacts getting misdirected and contacts or calls generating complaints.
