Intro to Call Analytics for Business Owners
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Exploring Insights From Your Call Center
Calls, Calling and Business
Calls are often the most instantaneous connection you can make with a customer.
As a business, a phone call offers you direct communication with your prospect or lead as opposed to web-based methods of engagement.
According to a recent study phone calls made to businesses from smartphones have reached 162 billion.
By 2022 that number surely has grown as smartphone adoption becomes more and more prominent.
There are many ways this statistic is relevant to business owners, however the most striking might be the existence of Call Analytics.
What Is Call Analytics?
There are many forms of Call Analytics however in it’s most basic form, Call Analytics is recording and analyzing the data coming from phone calls made to and by your business.
This data can be used to answer questions like:
- What’s the most busiest time of year for my business according to the calls I’m receiving?
- What is the ratio between reoccurring customers and new ones?
- How well are my contact center agents performing?
- How long are my customers waiting on the phone?
What Does Call Analytics Mean For My Business?
Tech-savvy business owners are now starting to leverage this information to track their performance and improve their Call Centers.
After all, no-one wants to sit on hold for 30 minutes only to schedule a service call that will likely also take 30 minutes.
Diving into your phone-data will give you an honest blow-by-blow account of how well your business is performing and mostly your agents and your phone operators.