Data is the king in a digitally connected world. Your business generates a huge amount of customer information every day. The key to have consistent growth of your company lies in the ability to understand the data that you have. Find out patterns, make changes accordingly in your strategy and align your business as per customer needs. However, extracting information from the data that is meaningful to you is not an easy task. Do you have all the tools to capture necessary information?
In this blog, we will talk about how the Cloud Telephony solutions of Office24by7 provide you with all the necessary tools to get deep customer insights from call analytics.
As businesses grow, indeed, call center software to equip the sales team with the necessary information to provide swift resolutions for customers and enhance their experience. Companies across industries believe in a customer service oriented model to strike the perfect balance of customer support and satisfaction. To achieve this, innovative technological solutions are being adopted into the business. As we know, customer interaction is the basic step of a successful business to keep the engagement level high. But many times we fail to notice the importance of automation techniques in customer communication. One of the most important metrics of communication automation that could comprehend ROI is ‘Call Analytics’. These statistical calculations offer companies an unparalleled opportunity to improve customer satisfaction and employee performance.
Behind the screen, for acquiring deep business insights, Virtual Number software is the perfect choice of any business as it forms a comprehensive tool for Call metrics or analytics. The Systematic features like Call Recording, Live Monitoring tools – barging, snooping and whispering and Call status help to augment call analytics which in turn comprehend the organization to know the loopholes and the areas of improvement. A Cloud Telephony system helps your business visualize a dramatic transformation streamlining communication channels. To conquer the power of Call Analytics in your business and to harness sound decisions facilitating long term accomplishments, know what your customer logs of your business can tell you.
The Cloud Telephony software application of Office24by7 is a complete call center solution that provides services including number selection, IVRS, Data Management, Call Routing, Dialer, Agent CTI, Post Call Survey, Reports & Analytics and Notification. It automates the complete customer communication process of all employees in the organization. Specific features of Cloud Telephony can give you valuable information to understand your customers better. Let’s discuss the features in more detail.
Procure Call Source and Enhance Call Quality
Call analytics specifies the source of inbound and outbound call initiation points and helps employees make better conversations. Call recordings to debug the information for managers to mold team members’ behavior to match customer expectations. Call routing analytics like the option chosen by customers, call landing on predetermined points; call volume at a particular point of time, queue and resolution time elaborate company to evaluate the call and communication efficiency. Live call monitoring tools help managers keep an eagle eye on their team from their desks.
Extract Employee Activity
The use of real time dashboards helps managers gain insights on employee performance and behavioral activities. The information and statistics assist managers in escalating current activities in the company to enhance business performance. Call details, First Call Resolutions(FCR), average call time, call count, employee customer conversation time and their response towards critical issues can help businesses to provide key training needs to improve performance.
Streamline Operations
Within Office24by7’s support automation software, Call Analytics is the soul-mate of Cloud Telephony Solutions which does wonders in terms of providing actionable business insights. It is robust and a reliable metric wherein managers can stay with deep insights of their team performance. It helps the company maintain and manage manpower resources efficiently. Adopting Cloud Telephony solutions helps your organization automate business communication practices and streamline business processes.
Cloud Telephony Solution is an innovative technological invention in today’s market for the corporate arena. It is a unified communication solution that feasibly enhances business accessibility across channels. So, implement Cloud Telephony Solutions into your business and take advantage of call analytics to serve your customers at a satisfactory level.
If you want more information about call analytics, call us at +91 7097171717 or write to us at sales@office24by7.com. Our consultants would be happy to help you.
