Call Center Analytics

Good customer service should always be held as a core tenet of your call center. After all, without happy clients, your business probably won’t stay afloat for very long!

When thinking about customer service, there are a few questions you should try to answer. Is it easy for clients to get in touch with your call center? Do your agents resolve customer concerns and queries quickly? In turn, do you listen to and learn from the experience of your agents? To ensure the best possible experience for your clients, each of these questions should be answered with a resounding yes.

You may wonder why good customer service is so important in the first place. In short, cultivating a positive experience for your customers will ensure that they come back time and time again and, hopefully, might even pass on your name to friends and family. Building good relationships with your clients through efficient work is one of the best ways to maintain a loyal customer base.

With so many moving parts in customer service, thinking about improving your clients’ experience can be quite daunting. Where do you begin?


One of the simplest pieces of advice is to find out from the clients themselves! This might be through surveys and feedback or through evaluating your metrics to figure out which parts of your customer service could do with improvement.

A concept central to customer service is the digital journey. Simply put, the digital journey is the term used to describe the route a client takes to acquire goods or services through digital channels.

A client’s digital journey might include steps like:

• Asking questions via email or instant messenger.
• Interacting with the company through its social media platform.
• Browsing the company website.

If you are familiar with the steps involved in your customer’s digital journey, you will find yourself far better equipped to implement changes that will enhance the experience of your clients.

Call center speech analytics is one of the most effective approaches to analysis. A contact center speech analytics engine identifies key phrases in the recording to categorize conversations. This approach to analytics can be used to monitor everything from the audio quality of the call to emerging problems with updates.

Our speech analysis call center software generates a transcript of the recording, meaning you can go through individual calls in greater detail or isolate the desired section within a recording.

For one thing, speech analytics can help save huge amounts of time for managerial staff. Rather than having to listen to all calls from beginning to end, they can find keywords within a call using the software and start the recording from that moment. While a five- or ten-minute call might not seem long on its own, those minutes quickly add up; speech analytics provides a handy shortcut.

This technology also helps improve the quality of calls. In turn, you should notice an increase in customer loyalty and sales conversion rates.

KPIs are important because they can help you find problem areas to focus on when you’re looking to increase your contact center’s performance. In this particular industry, the two most crucial KPIs are First Call Resolution and Customer Satisfaction. The former involves the company’s effectiveness in dealing with the client’s problem, recording whether or not the issue was resolved in the initial communique. The latter gives an idea of the general satisfaction level of customers who seek out your service.