Call Analytics 101

Today’s consumers are more demanding than ever.

Your customers want the reassurance of a first-time resolution every time they contact your business. This means that you need to know how to route clients to the right agents, deliver the customised support they need, and track your performance metrics.

In a time where customer experience is king, the best way to deliver the experiences your consumers are looking for is to access the right data. Call analytics software is your opportunity to get a deeper insight into the interactions you have with your clients. This could mean that you can discover new opportunities for upselling and cross-selling, or you may find new ways to boost customer satisfaction in your contact centre.

Analytics systems are designed to give you access to the otherwise untapped data in your phone conversations. The information you find will help you to understand and optimise the customer journey so that you can stand out in a cluttered and competitive marketplace.

What is Call Analytics, How Does it Work?

Call analytics software is a solution designed to help companies collect, analyse and measure their call data. Marketers and sales teams can use the insights derived from call analytics tools to enhance marketing campaigns and access new opportunities for up-selling and cross-selling. On the other hand, contact centres could access call analytics to determine how well their agents are performing daily and implement strategies for better customer satisfaction.

The goal of call analytics is to provide companies with as much information as possible about their everyday calls. The more you know about the conversations you’re having with your customers, the easier it will be to measure, manage and optimise performance in your team.

Call analytics solutions track, monitor and even manage your entire inbound call strategy. Used correctly, these tools can help with everything from transcribing complex calls, to ensuring that the right calls are routed to the most experienced employees. Some of the most common features of call analytics software include:

• Call transcription: Ideal for both training and compliance purposes, call analytics software can transcribe spoken conversations into written text so that you can search through information quickly and easily
• Keyword tracking: With call analytics tools, you can track conversations back to a crucial Some systems also allow for the monitoring of calls based on where they come from – this is known as geotagging
• Predictive analysis: Thanks to artificial intelligence, modern call analytics solutions can make predictions about future contact centre activity and customer preferences based on previously gathered data
• Sentiment analysis: Natural language processing solutions could allow companies to track the sentiment in a customer’s voice. Your business could use this information to measure how many happy and unhappy clients you deal with each month
• Detection and prevention and fraud: Certain call analytics solutions are designed specifically to support better security in the inbound call centre. With phone printing and voice biometrics, it’s possible to trace calls to their true location and determine whether you’re really speaking to a genuine client
• Call recording and scoring: Companies can use call analytics tools to segment callers based on their needs and backgrounds and identify the most profitable leads. This means that calls can be routed based on the value of the caller

What Are the Benefits of Call Analytics?

Call analytics tools are helpful because they allow companies to make informed decisions about their customer service, sales, and marketing strategies. Whether you’re trying to serve clients faster in your contact centre, or you want to improve your lead generation and nurturing strategies, call analytics can help. Benefits of call analytics include:

• Better employee performance: Whether in your contact centre, sales or marketing environment, call analytics software allows you to record conversations, track agent performance, and implement data-backed training solutions for long-term success
• More first-time resolutions: When you can score, and route calls based on crucial caller data, you increase your chances of sending the right call to the right agent. This ensures higher customer satisfaction and improved opportunities for up-selling and cross-selling
• Improved knowledge of customer sentiment: With technology like machine learning and natural language processing, you can determine how your customers feel at certain points in the business conversation. Sentiment analysis tools can even alert supervisors in real-time when agents need help on a complex call
• Improved security: Call analytics solutions with phone printing software and other fraud prevention systems help to boost the safety of your business. The result is better peace of mind for your customers and a stronger reputation for your brand
• Greater compliance: Call analytics software helps with recording, analysing and transcribing conversations so that you have essential information when you need it most

Call Analytics Vendors

Forward-thinking companies are beginning to offer call analytics as both a stand-alone service and an addition to various contact centre solutions. Some of the major vendors in the call analytics environment today are:

• View Call Analytics Vendors List

Trends in Call Analytics

Call analytics solutions are ideal for any company that wants to learn more about their customer, and that customer’s buyer journey. With call analytics, you can access an in-depth insight into everything from where your calls come from, to what you need to do to improve customer experience. Many of the trends in call analytics today are driven by this need for more memorable and engaging customer experience, such as:

• API Integrations: Through APIs, some companies are beginning to add call analytics features into their existing communication and customer service tools. For instance, it may be possible to layer analytics features over the top of your CRM (Customer Relationship Management) Software
• Omnichannel analytics: As the average contact centre continues to move away from the standard voice conversation and explore new things like SMS, instant messaging and social media, companies need analytics tools that spread across all channels. Experts in the call analytics environment will begin to look at combining call analytics with other useful insights
• Artificial Intelligence: AI and machine learning strategies now have an increasing part to play in the future of customer engagement, contact centre, and sales. AI in call analytics is already helping with things like sentiment analysis and predictive analysis