Call centre analytics
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Effectively managing your call centre performance begins with easy and timely access to relevant information. Although the typical omnichannel environment can produce a range of overlapping reports, it rarely delivers the depth of information you need to align business operations with business goals.
Gain a holistic view of customer journeys to better meet service levels and exceed your customers’ expectations. Leverage call centre reporting software that’s focused on delivering information your business can use to align employee engagement, optimise operations and provide a consistent customer experience.
The usefulness of customer data doesn’t stop when an issue is resolved. When predictive analytics is integrated with your call centre platform, you can leverage historical data and business intelligence to recognise trends and plan for future scenarios. These advanced call centre analytics enable you to:
Use real-time interaction data and performance metrics to improve your customer engagement. Leverage a 360-degree view of interactions as they happen to improve decision-making. Instantly consolidate and correlate information from all channels and departments.
Give your call centre supervisors the tools they need to analyse agent handle times and resolution rates, as well as the number of calls it takes to pinpoint and troubleshoot problem areas quickly. Craft a comprehensive view of the customer journey to streamline and optimise each interaction.
Get the insights you need without relying on IT. Use your own reporting parameters to get call centre analytics that are delivered in graphical dashboards. Acquire insights into customer satisfaction and workforce performance. Identify sticking points for agents and provide opportunities for targeted training to improve overall productivity.
Having one point of truth for average handle time, contact volumes and SLA has been a major benefit to PayPal operations.
Dar Andrews, Senior Director of Service Delivery and Engineering, PayPal
The more information you have about your customer journeys, the better equipped your sales and marketing teams are to deliver great experiences. With speech analytics built into your customer engagement platform, you have seamless access to a wealth of information.
Enable the transcription of voice interactions. Search for keywords and phrases. And automatically detect changes in how often certain words and phrases occur over time. This allows you to unlock and act on valuable insights into call outcomes. Analyse call recordings to improve conversion rates and attribution. And use data to pinpoint exactly what your customers want, where it makes sense to involve a rep, and to ensure world-class experiences with each interaction.
Personalise interactions with online journey context. Reduce customer frustration and abandonment by eliminating the need to change channels. Improve online journey designs by understanding why customers need assistance.
Increase sales conversions by proactively offering assistance to resolve purchasing problems. Increase conversion rates by empowering sales reps with greater insights into the digital journey.
Increase sales rep efficiency by providing contextual customer and online journey information. Use better attribution to gain deeper insights into online customer journeys that also extend offline.
By engaging and keeping track of website users across multiple channels, you gain valuable insight to increase sales conversions. Leverage contact centre analytics data to:
Make customer data work for you. When integrated with your contact centre platform, predictive call centre analytics lets you leverage historical data and business intelligence to recognise trends and plan for the future. Predictive analytics allow you to:
Interaction analytics simplifies data analysis to provide actionable insights into customer interactions. To provide maximum flexibility, you can connect to and then analyse call recordings from any platform. Additionally, if your company operates with different recording products, you can collect data from all those systems—protecting your investment if you later choose to change recording vendors . Plan for the future with a system that calculates, correlates and predicts KPIs with precise measurements to enable effective decision-making.
We focus on lead generation, so doing a good job of properly qualifying leads, correctly dispositioning new contacts, and saving every lead that is qualified is a key to our success. Genesys Speech Analytics has really helped us with this important challenge.
Lori Bauer, Director of Sales Support, Efinancial
Data is critical to call centre operations and your ability to engage with customers and prospects. Leverage the wealth of information you have with analytics tools that enable you to simply format, examine and draw conclusions from the data.
The Genesys™ PureCloud™ platform is an all-in-one omnichannel call centre solution that provides holistic analytics and performance management metrics—no matter where your agents are located or which channels they handle. Gain detailed insight into your call centre’s volume of work and the time required to complete work items. Identify gaps or trends and adjust accordingly.
PureCloud call centre analytics provides real-time dashboards with live data, including average wait time and call time. Surface critical data in teams, agents and interaction dashboards. Search, filter and customise columns to get granular insights on exactly what’s happening in your call centre. And flexible analytics APIs give you complete access to your data. Utilise and analyse data within custom reports or export it to other business intelligence systems for data mining. You also can save customised views to get the data you care about most at a glance and then use these insights to optimise resources.
PureCloud gives us trending data about call volumes. We’ve used this to optimise staffing, which has led to a direct increase in revenue.
Clifton Wareham, Manager of Operations, PropertyGuys.com Resource Center
The robust call centre analytics tools in the all-in-one PureConnect™ platform give you a holistic view of customer interactions, as well as insights into call volume, response time and your other KPIs. Stop spending time in spreadsheets, trying to bring order to the chaos of disparate data from multiple systems. The PureConnect platform gives you the information you need to make informed decisions for the future of your business.
Gain a comprehensive overview of your call centre activity with real-time dashboards and live data in the PureConnect platform. Enable ongoing visibility into contact centre performance and customer feedback. With options to customise your views, the most relevant information is always at your fingertips.
Understand your business better with historical call centre reporting that extends across voice and digital channels. Use out-of-the-box reports to see whether your team is meeting their KPIs. Run time-bound reports to obtain detailed user statistics, queue wrap-up summaries, abandon rates and more.
Track historical peaks and valleys in call volume and handle time to plan for the years ahead. Ensure you have coverage during times when business picks up and make sure you’re not over-staffed during slow periods. Properly allocating resources positively affects the customer experience—and your bottom line.
Examine customer interactions using multiple channels—voice, email, chat and direct customer feedback via social media sources—to accurately analyse each interaction for critical business topics, events and customer sentiments. Precisely and completely “listen” for all topics that customers and call centre agents discuss to identify and categorise exactly what took place within each interaction.
Create targeted and informational reports necessary to different teams within your company. For IT or sales, reports in the PureConnect platform leverage data to demonstrate call centre performance.
Help call centre agents understand their daily performance with a centralised and personal view of metrics, evaluations and schedules.
Identify and understand which campaigns are most effective with prospects and customers. Improve customer engagement and conversion rates by understanding what makes a campaign successful.
Keep critical data at the forefront in Queues Activity dashboards. Dig deeper to get real-time insights on agent activities within a specific queue.
It’s time to realign tools or invest in new technologies and business models that effectively engage digital-savvy customers at every touchpoint in the omnichannel customer journey. Genesys call centre analytics tools within the PureEngage™ platform give your company the power to make informed decisions. Improve customer engagement and drive employee and organisational efficiency through actionable business insights into the customer journey.
The customer journey tells you more about your business than you realise. If you don’t have the tools to effectively listen, you miss out on valuable insights. Siloed data, missing context and broken journeys are a serious detriment to customer experience.
Make omnichannel work for your customers and your business. The PureEngage platform brings data together to measure and monitor performance across channels. It also enables you to analyse performance against business KPIs and across channels. Gain the necessary context behind your customer journeys.
With Genesys, I can measure everything. We have halved the waiting times for phone calls and e-ticket answers. So less people abandoned the queue. And our agents are 15% more productive.
Alessandro Cernigliaro, Chief Operating Officer, Banzai
Bottlenecks and miscommunication cost you time and money. Help your teams share information to maintain customer loyalty and attract new business by gathering all data in a centralised system. Instantly consolidate and correlate information from all channels and departments to improve cross-selling and up-selling efforts and ensure that agents can access all customer information. Use real-time interaction data and performance metrics from the call centre analytics software to pinpoint issues as they happen and correct them quickly. Achieve cost savings with increased productivity and higher first contact resolution.
Each step of the customer journey is significant. Organisations who can’t monitor and analyse effectively across systems and channels are in danger of losing touch with customer sentiment. It’s not enough to eventually reach a resolution; you need to optimise each moment for peak customer experience. As your data grows, this becomes a challenge. Leverage a 360-degree view into interactions as they happen to make timely and informed decisions for your call centre and improve your mapping of customer journeys.
The PureEngage platform is replete with the powerful tools of Genesys call centre analytics. Use intuitive and customisable reports to generate meaningful graphical dashboards. Most importantly, you don’t have to be a software engineer to properly tailor your reports. Non-technical end-users can easily customise dashboards to deliver exactly the information they need.
And don’t worry about security—dashboards automatically display only the data each user is authorised to see.