Data is King
For those in-the-know, we’re talkin’ about detailed analytics — sophisticated reporting tools that weren’t even conceivable to sales directors, customer service managers, or call center supervisors five years ago.
But this is the age of information. Data itself isn’t a differentiator. Until you can actually interpret and apply your metrics, they are little more than pieces of abstract art.
Here are a few practical suggestions for how to use your call stats.
When looking at your call volume over monthly, weekly, or even hourly windows, you’ll want to identify spikes, dips, and recurring patterns. In order to keep your call answering to the optimum.
For example, maybe you notice customers are less likely to call during standard business hours. Or perhaps Valentine’s Day shoppers are the segment most likely to unleash the opposite of love on your service representatives. Home in on precise periods of increased activity to make smarter personnel decisions. More informed staffing means happier customers in times of high traffic and reasonable spending when ringers go silent.
You may even want to consider this information when scheduling team training or weekly meetings. It only takes a few missed calls (multiplied exponentially by their scathing reviews) to dissuade many more potential customers from doing business with you. Let the data show you when your agents can most easily attend a half-hour meeting.
Many reporting tools allow you to view performance holistically, from a team level, as well as identifying individual agent metrics. By looking at group performance, you can get a better idea of overall team success — like how your team responds to increased seasonal demand (see above) — but individual agent analytics let you manage your team on a more personal level.
Metrics like call duration and volume will help you evaluate new agents or select your next “Employee of the Month.” Take it a step further, and these stats are a great way to ensure all agents are receiving equitable amounts of work.
If you’re running a sales operation, uneven incoming call volume may be favoring certain reps. When operating on a commission model, this discrepancy could lead to discontent amongst your team.
Parity and employee morale provide their own — less tangible, but potentially more important — type of ROI. Keeping track of agent analytics can ensure your entire team is happy and united.
Call volume is bound to fluctuate throughout the day, week, or year, but abnormal patterns in your inbound calls could be something to look into. If you’ve observed spikes or prolonged periods of elevated call volume, you’ll want to isolate the source.
Did your team receive a slew of complaints in mid-September regarding late deliveries? This could merit a discussion with your distributors about what went wrong and how to avoid future delays. Issues surrounding shipping and delivery might be outside of your immediate control but, nevertheless, reflect poorly on you in terms of customer experience. Your inquiries and call data are the first line of defense against these occurrences and act as a catalyst toward improved logistics.
Has inbound volume jolted upward after a recent app update? This could be a signal to the development team to consider new optimizations or a UI review. Were users angry with performance? Confused by the layout? The data can help you narrow your search to the correct time-frame.
To effectively pinpoint problem areas — and quantify the qualitative — you can encourage your team to use “call tags” for both inbound and outbound calls. Shipping updates, product inquiries, enrollment questions — categorising your communications will help you resolve issues faster and promote impressive customer retention rates.
ConXhub utilises the latest in reporting technology, allowing users to create their own specific reports in a modular widget format. Reports can be viewed on PC, Tablet or phone and live data can be pushed to in-office wall displays whilst snapshots can be emailed at scheduled times to managers.
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