June 14, 2013

Making Sense of Call Center Data

by Evelyn


 One of the great ways of evaluating and optimizing your call center is to have a data driven analysis of your Call Center’s IVR system. But many call centers find it challenging to make sense of all the data collected. Here’s a simplified look at some of the data collected in a call center:



Here’s why you should analyze your data:

a) For Improvement
Do you have more abandoned calls than calls served?  Are your agents up to par in terms of skills and knowledge?  You can plan improvement strategies such as trainings, equipping agents with soft skills etc, to better handle the customers. In some cases the call-by -call data acknowledging time of call arrival, served and end will give you a sense of your entire process from end to end. That way you can plan improvements to shorten waiting time (avoiding frustrations), improve call flows, and increasing satisfaction on the whole experience.

b) Better forecasting
Do you know how many agents are working at a time? What’s your peak time?  How many skilled agents do you need at a time?  This planning is essential to any call center manager and knowing how to spread and manage your resources will keep your call center running in a top condition. These data will help you organize and manage your resources better.

c) Integrated view
The challenge to integrate all data from operational, marketing, HR, human resources etc will support and drive your business success.  Data, especially integrated with Customer Relationship Management (CRM) system  that’ll appear as screen pop ups to facilitate transactions, quicken any processes and provide a great overview about the caller (customer) that’ll help make transactions more personal and quicker.  These type of valuable data will boost customer experience and drive satisfaction.

What other ways have your organization been benefiting from your call center data? Share with us your story by leaving a comment below.

Evelyn has recently escaped from a 12-year maddening rat race. Managing local and regional accounts for telecommunication solution providers, she knows too well the value of a good customer experience and effective communication. As a new member of the team, she hopes to share interesting updates and random musings with you at McGirvanmedia (Asia) Sdn. Bhd.


One Response to “Making Sense of Call Center Data”

  1. Hard Says:

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