You’ve probably heard the term “real-time analytics” before. It’s an all-encompassing concept being used across different industries and is especially popular among business process outsourcing (BPO) companies. Broadly speaking, it refers to an organization’s ability to use available data and resources when they’re needed. In call centers, however, this term simply means monitoring customer transactions as they happen in real time.
Although it may mean additional workload, customer service providers who use an analytics software to monitor calls can gain a great deal of advantage over those who don’t. Below, we explore in detail three reasons why real-time data analytics matters in the BPO setting.
1. It ensures a consistent quality of customer service.
Using a real-time monitoring software with speech analytics features, team leaders are immediately notified of customer service issues. Escalation attempts, inappropriate language, and other cues can alert managers about a customer problem that must be resolved quickly. This would allow them to intervene or make necessary actions before a customer leaves frustrated and dissatisfied.
A real-time analytics software also informs managers whether an agent complies with the company’s guidelines on handling customer queries or complaints. This acts to standardize the quality of customer support provided by the company and ensure consistency. Thus, with the aid of an analytics software, call centers can deliver a better customer experience, which will eventually lead to higher rates of satisfaction.
2. It helps identify agents’ training needs.
Managers often make the mistake of designing a single training program for everyone. Unfortunately, every call center agent has a unique set of strengths and weaknesses. As such, training programs that work for some agents many not be as effective for others.
With a real-time analytics software in place, managers can monitor all ongoing calls and gain a holistic understanding of what’s causing an agent’s performance. Thus, team leaders can deliver useful feedback and have agents undergo a training program that truly focuses on the areas that need improvement.
3. It allows managers to gain insights for improvement.
BPO companies that operate in a highly dynamic industry must aim for constant improvement if they want to outshine their competitors. Real-time call monitoring allows managers to gain insights and important data, which they can later use for devising agent training programs, implementing customer experience strategies, and planning for the overall improvement of the call center.
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