Call analytics is one of the hidden gems of a Voice over Internet Protocol (VoIP) phone solution. Whether you run a startup, supervise a team in a call center, or manage a large enterprise, VoIP call analytics provide you with valuable insights into the performance of your employees as well as your campaigns. In turn, these statistics and insights can be used to bring greater efficiency to your organization.
VoIP call analytics provide answers to questions like these: how many calls are you getting at a given time? where do these calls originate? how long does each call last? how long has each customer had to wait for their call to be answered? And more. The insights you gain from this data helps you maximize the value of your communications solutions, and reap the following benefits in the process:
Ensure a quality experience for every caller
Call analytics can help organizations deliver better customer service, especially for those who have technical support or customer service teams. By monitoring call activity and keeping track of key metrics such as call volume and call length, managers will be able to identify call patterns and determine busy or quiet periods, and therefore, allocate resources to successfully accommodate the fluctuations in volume. This will help teams answer calls in a timely fashion and minimize the wait times, thus improving customer service.
Improve employee performance
Aside from helping deliver a better customer experience, call analytics can also aid businesses in measuring and improving the performance of individual agents. Checking and comparing the average call duration, call count, and availability of each staff member is useful for tracking productivity, improving future call usage, and in determining whether agents need further training or an intervention.
VoIP call analytics also let you listen to call recordings (a VoIP feature offered by most service providers for free or for a minimal cost), which can help you identify potential trends that can be affecting your business. Recorded VoIP calls, for instance, can be processed with a speech analytics program that dissects the content of conversations. The program can analyze the pitch and tone of a caller’s voice, as well as index certain keywords or phrases. For example, managers can look through calls and search the word “cancellation” or “problem”. If the search brings so many results, you can dig deeper to find out the specific products or services associated with those terms. This can help you find and address any issue before it gets worse.
VoIP call analytics is a powerful feature that lets you stay informed and in control of your organization. It provides you with valuable data that can help you deliver better customer experience, optimize your resources, and find weak points in your product or service - which ultimately helps you achieve greater financial, operational, and business benefits.