In the dynamic world of customer service , it’s imperative to keep a finger on the pulse. That’s why data analytics is crucial for contact centres. After all, due to the large number of customer interactions, there’s a huge amount of data available. With permission from the parties and a thorough data analysis, you can identify patterns in that data. These are invaluable for your customer service and entire operations, as they provide you with insights into your customers’ behaviour. This allows you to recognise areas for improvement, optimise the use of your resources and your customer service.
Data, the new virtual gold
Data analysis in contact centres fits in the trend of data mining: data is being collected everywhere, so it’s a logical step to use it, if authorised, for improvement. Because all that data provides you with a solid knowledge base to make informed business decisions. Data analysis by professional contact centres can provide you with the following insights:
- Understanding customer behaviour
By analysing call and interaction data, such as call duration and frequency, callback rates and the channels used, you gain a deep understanding of your customers’ behaviour and which channels they prefer. Thanks to speech analysis and artificial intelligence you can discover which questions are asked most often and where bottlenecks occur. With this knowledge, you can proactively prevent problems or fine-tune your service. Professional contact centers can even offer you digital solutions for the most common issues.
- Measuring customer satisfaction
Via telephone & digital surveys and feedback forms, you can (via your contact center) collect valuable information on customer satisfaction. By analysing this data, you can identify the strengths and weaknesses of your offering. On that basis, you can then make targeted improvements and thus ensure higher customer satisfaction, which leads to greater customer loyalty and more sales. Moreover, if your contact centre meticulously measures and proactively applies these indicators, you can immediately see the impact of your improvements.
- Optimise processes
Data analysis also helps you identify problems and inefficiencies in your processes. This way, you can find out where and at what times long waiting times occur, where call routing sometimes goes wrong, which steps in your processes may be superfluous and where there are opportunities to optimise the customer journey. Streamlining your processes will save you time and costs, while improving the customer experience.
- Predicting trends
By analysing historical data, you can identify patterns and trends in customer behaviour and queries. WEngage works together with UGent to create complex data models to better predict and anticipate inflow . This way, the right resources are always available in line with the expected task allocation. This allows you to proactively prepare for peak moments when extra resources are needed, develop new products or services that respond to changing needs that you observe and respond more specifically to seasonal fluctuations, among other things. This way, you will be ready for your customers when needed, but you’ll also keep a step ahead of the competition that only reacts when it is already too late.
The benefits of data analysis in international contact centres
International call centers offer both on, near and low-cost offshore solutions for your business through business process outsourcing (BPO). These international employees know your customers’ language and culture.
In terms of data analysis, these offshore contact centers also benefit from the same powerful tools to measure performance and gain insights. This way, you’ll receive a clear overview of all indicators (KPIs) for all your branches that will help meet your customers’ needs and you can adjust your processes where necessary.
WEngage: powerful data analysis for your customer service
WEngage captures and analyses, with permission, a range of call center data that you can work with to improve your customer service. Through proactive consulting and the use of complex AI data models, we can analyse your customer behaviour and arrive at far-reaching optimisations. Contact WEngage today and find out how we can take your customer service to an even higher level!