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SubscribeVoIP telephony systems with their varied attributes are proving to be quite an asset to businesses across the globe. With all the options in play, it is necessary for you to gauge all your options, study the features and go for an option that suits you the best.
One such feature you need to consider is Analytics – The basic study of your voice processes to get some actionable insights.
The concept of being able to monitor and act upon data-based insights, especially in customer oriented services, is pivotal for a business in making sales and improving their current service. Apart from the regular insights gained into customer problems and behaviors, Call analytics also help in reducing man-hours and employee fatigue.
Therefore it really is a win-win for both the businesses and the customers.
You could have insights into employee performance and your overall sales campaigns using the VoIP based phone systems. Or you could just analyze the average customer sentiment and make improvements in your product or your customer approach.
The possibilities, once you get the data, are endless. You could hash out new strategies by the week, once you understand and act on the data you receive from your Customers
What is there to Analyze?
By having a proper understanding of call analytics, you can report on data such as:
- Number of calls answered in a given time-frame
- Identifying time-frame when phone traffic spikes
- Geographic location of calls
- Time duration of calls
- Average customer wait-period (in minutes)
Insights from these metrics will help you understand your customers better. These data based features also entail a better customer service, higher customer-employee engagement and quick resolution of customer issues and grievances.
Craft a better calling experience
The most obvious area in which your call analytics can aid your business is the customer service department.
This data is really meant for those companies who have technical support or customer service teams working in different call centers globally.
Assessing key metrics such as call length and response time, sales managers can find out certain patterns in consumer behavior.
You can always find when the customer is most busy and when they are least busy. This insight will help you in accommodating for fluctuations and respond much quickly.
Get Employee feedback on performance
No matter how prepared you are as a manager, enhancing the customers’ experience highly depends on employee performance.
Therefore, it is important for you to gather your employees’ feedback in the customer service process. Ask them questions about their concerns, their requirements, their problems. This way, you can help them improve their own work process and create a system for efficient and immediate customer experience.
Showcase Customer trends
When it comes to VoIP call analytics, you can record and hear back to multiple calls as you require.
Sales managers can search for keywords by listening to the call recordings.
In short, a sales manager can look out for keywords such as ‘happy’ and ‘cancel’ and be able to hear out all the calls that include those words so as to see if he or she can spot any uniform trends.
We can conclude that VoIP call analytics can really benefit your business.
