Customer Support Services

The Crucial Role of Analytics in Call Center Services

Nowadays, analytics are everywhere. Big data, AI (Artificial Intelligence), BI (Business Intelligence) and what not, there are so many technologies out there that are promising to change the way businesses are carried out these days. The same is true for the call center industry with so many promising analytics solutions available in the market that can be used for improving day-to-day call center operations. However, most companies which carry out their call center operations in-house remain unaware of such tools. This is the main reason why they struggle to manage their workforce and (the biggest disadvantage) are unable to learn how to improve their business operations from customer contacts.

Inbound Call Center Outsourcing: A Sure Shot Way to Exploit Analytics

An entrepreneur, especially someone who is running a startup and is the sole owner of the business, has his hands filled and finds it hard to focus on anything else apart from his core product or service. Even if he has knowledge about analytics tools, it is unlikely that he will spend a large amount of sum on procuring them (quality analytics software are expensive). Hence, a lot of businesses are never able to exploit the true power of such tools.

On the other hand, people who employ inbound call center outsourcing solutions, more often than not, are able to find outsourcing vendors with access to quality analytics software. This eliminates the requirement of splashing huge sums of money and they are able to use the best software solutions available in the market.

If you have absolutely no knowledge about call center analytics tools and do not know how they can add value to your business, then have a look at the example below to understand what they bring to the table:

Example

Suppose a manufacturer of mobile phones is using an analytics software solution that provides him timely insights about customers’ behavior. He notices (from the software) that after purchasing a particular phone, the same customers calls again for buying a specific headset. Seeing this trend, the manufacturer combines the two offerings and starts selling them as one product (with slightly increased price, off course). The sale of the newly-formed package improves immediately and the entrepreneur starts profiting from his ingenious move.

Just like this innovative move, similar analytics software can help you come up with out-of-the-box ideas to enhance your business prospects. Moreover, there are many tools available in the market that also help call center managers in rating call center agents based on their quality of work. Some of the popular software solutions available in the market are:

  1. RingCentral Contact Center
  2. Freshcaller
  3. Five9
  4. CrazyCall

Making use of these software solutions as part of your inbound call center outsourcing venture can be a great idea.

Make the Most of Analytics with Call Center Services India

There are many good providers of call center outsourcing; however, the ones who use quality analytics in their CRM and call center software are quite rare. If you are in search for such a company, then you should definitely give call center services India a try. There are many companies here located in the Delhi NCR region with experienced workforce and state-of-the-art analytics solutions.

Posted in Customer Support, inbound call center, Inbound Outsourcing and tagged , , .

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