6 Forms of Data Analytics in the Call Center

Faith Ocampo Published on July 21, 2016 Last updated on November 30, 2022

Data analytics, borne out of the need to make sense of big data that contact centers collect during their everyday operations, is completely changing the way brands deliver customer service.

Brands are always on the hunt for new ways to add value to the services they bring to customers. As the consumers’ standards of good customer service continue to rise, brands must always be, or at least try to be, one step ahead of upcoming trends. Keeping up with the demands of the market means innovating constantly and creating unique strategies to stand out.

Thanks to the emergence of data analytics, brands now have a way to personalize the customer experience like never before.

How Exactly Does it Work?

businessman looking at reports with magnifying lens

Analytics is a subset of data science. Simply put, it involves examining raw data in order to organize and interpret them, and draw relevant conclusions. The main purpose, therefore, is to allow organizations to make wise business decisions backed by insights generated from their customers, employees, and other constituents.

This process is, for the most part, aided by technology. Tools and computer software automate a large chunk of the analysis to do away with human errors. This also makes the entire process easier for data workers, especially as most organizations (90% to be exact) now invest heavily on big data analysis.

When applied to the call center setting, data analytics helps managers deliver personalized services that target the preferences of their customers. It takes up many forms, including the following.

  1. Speech Analytics

    woman happily talking on phone

    The focus of speech analytics is on recorded calls. It entails analyzing conversations in order to gather information about customers and the issues being discussed. As these tools are often equipped with speech or voice recognition features, they can also identify spoken words and phrases, analyze the tone and voice of the customer, and therefore recognize emotions.

    Speech data provides customer insights that are simply not available from other sources. It helps in the identification of the causes of customer dissatisfaction and opportunities to improve compliance, operational effectiveness, and agent performance.

  2. Text Analytics


    white letters around black magnifying lens
    Text analytics zones in on the written language—documents, emails, web chats, and even social media comments. During analysis, the tool assigns numerical values to words and phrases. Then, data mining functions are carried out to identify patterns and relationships among the data sets.

    Brands can enhance customer satisfaction via product impressions, find product problems, conduct market research, and monitor brand reputation, among other things, by recognizing trends and patterns with text analytics.

  3. Desktop Analytics

    finger pushing keyboard

    Unlike the first two forms of data analytics discussed, which are both customer-oriented, desktop analytics is agent-focused. Using this technique, organizations can monitor, capture, and analyze desktop-based activities as well as workflows. The tool detects keystrokes to understand data entry and keep track of the applications being accessed.

    This can help managers can measure agents’ compliance to protocols in a contact center, training needs, performance issues, and bottlenecks in processes.

  4. Cross-Channel Analytics

    call center leader reading data analytics on tablet phone laptop

    Cross-channel analytics, the process in which data sets from multiple channels are consolidated, is necessary to make omnichannel customer service work. Most customer relationship management tools make use of this technology usually by combining speech, text, and desktop analytics features. It’s used to identify and evaluate various customer support platforms and how customers use them to interact with brands.

    Cross-channel analytics provides insights into why customers convert and allows you to convert more of them.

  5. Self-Service Analytics

    man making decisions using smartphone

    To provide customers the option to solve issues on their own, brands are starting to create self-service portals—online spaces that users can access to find the answers they’re looking for. Self-service analytics tools analyze and evaluate the customer experience in this channel to determine glitches, pain points, and other problems.

  6. Predictive Analytics

    surprised man staring at laptop

    This is perhaps the most advanced form of data analytics in this list. Predictive analytics tools leverage several techniques including data mining, machine learning, and artificial intelligence to predict future events, such as customers’ purchasing behavior. Customer support providers can also use such tools to identify the most effective channels or approaches for interacting with customers.

    One of the most obvious reasons to use predictive analytics is its ability to help you see into the future and plan accordingly across a wide range of data like stock, staffing, and customer behavior.
    This can tell you what is likely to happen and prepare you in advance and adjust how you allocate your resources.

Data science, a continuously growing field, has given birth to several forms of analytics processes with myriad applications for brands, including customer service, sales, and marketing. Familiarizing yourself with the many forms of analytics can help you make business decisions that would improve the customer experience.

Improve your customer experience when you connect with an outsourcing company that values big data analytics. Find the right business solutions for your business With Open Access BPO’s multichannel services Contact us today!

 

Read More

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 2 days ago
For global businesses, #outsourcing has evolved beyond a cost-saving measure into a strategic pillar for building true business resilience.

𝗔 𝗿𝗲𝘀𝗶𝗹𝗶𝗲𝗻𝘁 𝗼𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻 𝗶𝘀 𝗼𝗻𝗲 𝘁𝗵𝗮𝘁 𝗻𝗼𝘁 𝗼𝗻𝗹𝘆 𝘄𝗲𝗮𝘁𝗵𝗲𝗿𝘀 𝗱𝗶𝘀𝗿𝘂𝗽𝘁𝗶𝗼𝗻𝘀 𝗯𝘂𝘁 𝗮𝗹𝘀𝗼 𝗮𝗱𝗮𝗽𝘁𝘀 𝗮𝗻𝗱 𝗲𝗺𝗲𝗿𝗴𝗲𝘀 𝘀𝘁𝗿𝗼𝗻𝗴𝗲𝗿.

❓ How do you future-proof your business in an unpredictable market?
❓ What is your approach to building a business that is built to last in an unpredictable market?

Learn more about creating an unbreakable business model, continue the conversation with us over at: https://buff.ly/N4b8hOD

________________________________
Brands trust Open Access BPO in building resilience, with our customized solutions and a diverse, multilingual workforce that strengthens their operations.

Don't wait for the next market shift—connect with us now to start building your unbreakable business:
https://buff.ly/rWaK05N

#WeSpeakYourLanguage
#PhilippineCallCenters #BusinessContinuity
#BusinessResilience #StrategicOutsourcing
#B2B #FutureProofing #BusinessAgility
Open Access BPO 17 days ago
Disasters can happen at any time. So, if you're thinking about #outsourcing to a #CallCenter.

The best thing you can do to ensure your ops' resilience is to choose an #OutsourcingPartner with robust #DisasterRecover and #BusinessContinuity strategies.

Here's why and how (plus tips for implementing a successful outsourcing strategy):
https://buff.ly/Zf9nscz

——————————
Open Access BPO's commitment extends beyond exceptional #CX.

Our robust information security strategy ensure the protection of your data, even in times of disaster: https://buff.ly/TVHntWT

#WeSpeakYourLanugage
#PhilippineCallCenters #DisasterPreparedness
#BusinessResilience #RiskManagement
#CrisisManagement #EmployeeSafety
Open Access BPO 20 days ago
Promoting #CallCenter agents to leadership roles is crucial for both talent development and ensuring a consistent #CustomerExperience.

Structured training programs are the bedrock for building the skills that enable these new leaders to effectively oversee their teams.

Let's discuss how to infuse these key points into a future leader's workplace persona: https://buff.ly/uD7ouM6

——————————
Partner with an #outsourcing firm that finds a way to leverage accents and multilingualism to deliver excellent #CX.

Outsource your business needs to Open Access BPO's expert team, supporting over 30 languages.

Contact us today.
Let's start planning your ops: https://buff.ly/n3TzYaF

#WeSpeakYourLanguage
Open Access BPO 21 days ago
Boosting agent #productivity and #satisfaction is a critical strategy for increasing efficiency in #CallCenters.

A positive work environment leads to more engaged employees, which in turn improves #CustomerService and retention.

A highly engaged and motivated workforce is essential for providing excellent #CustomerService and retaining top talent.

Check out these 5 tips to boost #EmployeeEngagement and productivity in #ContactCenters: https://buff.ly/ba5Mx36

——————————
See how Open Access BPO's dedication to employee training, engagement, and a diverse culture helps us deliver a superior #CustomerExperience: https://buff.ly/uTdQH3D

#WeSpeakYourLanguage
#CSat #CustomerSupport #CX
#CustomerSatisfaction #CSat
#EmployeeManagement
Open Access BPO 22 days ago
Open Access BPO is taking a big step towards a healthier workplace with a new program designed to help employees build lasting, healthy habits.

The multilingual call center's initiative focuses on holistic wellness practices that are perfectly suited for the #BPO environment, including physical fitness, nutrition, and stress management.

See how we're revolutionizing employee wellness: https://buff.ly/dXBijx5

——————————
The success of our team is our top priority, and that dedication is reflected in the results we deliver for our clients.
We believe that a happy and healthy workforce is the best foundation for a successful partnership.

Looking for an outsourcing partner that's invested in both its people and your brand? Let's talk: https://buff.ly/n3TzYaF

#WeSpeakYourLanguage
#OneForHealth #oabpoSHIFT
#IdeaHubOABPO #EmployeeWellness
#WellbeingAtWork #EmployeeEngagement
Open Access BPO 23 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗣𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘇𝗲𝘀 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲 𝗪𝗲𝗹𝗹𝗻𝗲𝘀𝘀 𝘄𝗶𝘁𝗵 𝗡𝗲𝘄 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗜𝗻𝗶𝘁𝗶𝗮𝘁𝗶𝘃𝗲

Multilingual call center 𝐎𝐩𝐞𝐧 𝐀𝐜𝐜𝐞𝐬𝐬 𝐁𝐏𝐎 has launched its largest employee wellness program, 𝗦𝗛𝗜𝗙𝗧: 𝗔𝗻 𝗢𝗔𝗕𝗣𝗢 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗴𝗿𝗮𝗺.

The three-month program was launched July 30 at the company's Robinsons Summit Center HQ in Makati, with a live stream to its Davao and work-from-home teams. According to Senior Director Nate Martinez, SHIFT focuses on a holistic approach to fitness and nutrition to promote lasting lifestyle changes.

The initiative, which stands for 𝐒𝘂𝘀𝘁𝗮𝗶𝗻𝗮𝗯𝗹𝗲 𝐇𝗲𝗮𝗹𝘁𝗵 𝗮𝗻𝗱 𝐈𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗲𝗱 𝐅𝗶𝘁𝗻𝗲𝘀𝘀 𝐓𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻, aims to help employees in the business process outsourcing (BPO) industry build healthier, sustainable habits.

Company Nurse Princess Ann Louisse Pascual provided a detailed overview of the program, emphasizing its goal of long-term wellness rather than just short-term fitness goals. Nurse Supervisor Shania Semper also highlighted the importance of health and wellness within the BPO industry.

The company anticipates this investment in wellness will lead to a more productive, engaged, and healthier workforce.

This initiative is a testament to the company's commitment to building a supportive, people-first culture, with the goal of fostering improved employee well-being, morale, and overall performance.

#WeSpeakYourLanguage
#OneForHealth #WorkLifeBalance
#MentalHealthMatters #IdeaHubOABPO
#EmployeeWellness #WellbeingAtWork