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Using Call Center Analytics to Increase Customer Satisfaction


Customer satisfaction levels are one of the most important metrics to track in any call center. Of course, you want to keep your customers happy on principle; that's a given. But, customer satisfaction levels can greatly influence the financial success of your business. Happy customers are loyal customers, and loyal customers are the backbone of any company.

But, how can you really know what's affecting your customer service levels?

With call center reporting and analytics, you can closely monitor and track every aspect of your call center, including the KPIs that directly affect customer service. With concrete data on key metrics, like first call resolution, average hold time, and more, you can derive valuable insights and take actionable steps to improving your call center's approach to customer service.

In this article, we’ll talk about how you can track, interpret, and use call center analytics to increase customer satisfaction while keeping your costs low.

What metrics are available on your software?

Depending on your provider, call center software comes with a variety of quality assurance tools and metrics that can be used to better manage your business. Not every tool or metric will be relevant for your individual call center, but it's important to take advantage of every tool you can so you get the most information.

Tools like call recording, reporting and call detail can show you the intricacies of your business and thus, can allow you to use this information to improve processes. You'll be able to see things like average hold time, the number of calls that each of your agents handles and how long these calls typically last.

Applying these metrics in your call center

Once you've analyzed the information you've received from the tools we discussed above, it's important to use this data to improve your call center's processes. For instance, this information can be useful when developing the training tactics you give to your agents. Better trained agents lead to better interactions with customers. This can successfully impact your customer satisfaction levels.

Another area where these metrics come into play is with scheduling your employees. If your customer satisfaction levels are lacking and you notice long hold time on your metrics, you may want to consider scheduling more agents to work so customers are helped more quickly.

Recognizing the 80/20 rule

The 80/20 rule is a theory that 80% of your time spent on customer service is for only 20% of your actual customers. This is an important theory to keep in mind when you're looking for ways to increase your customer satisfaction levels. These "needy" customers can take up a lot of your agents' time and thus, your overall satisfaction levels with all your other customers could be lacking. Be mindful of this and make adjustments to your customer service tactics to make sure you're addressing the other 80% of your customers.

Leveraging Call Center Analytics to Increase Customer Satisfaction

The success of your business is almost entirely dependent on the actions and satisfaction of your customers. It’s important to make sure you’re measuring the levels so you can see what your call center is doing right and what areas could use improvement. Use this information to plan your agent training so they can provide better service to your leads and customers.

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