Analytics 101: What Philippine call center firms analyze

Analytics 101: What Philippine call center firms analyze

OABPO Blog Team Published on April 28, 2014

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Philippine call center companies use analytics to anticipate the needs of their customers and keep them happy. From reports on customer reception, employee performance, and even tool effectiveness, they are able to elevate the service they deliver to their market.

Call centers use applications to collect, study, and track the information they need in pulsing the public and fine-tune their flow according to the pulse. Collectively known as call center analytics applications, these typically cloud-based technologies provide different functions and benefits to Philippine call center firms.

• Speech Analytics

call centers philippines

Industry experts see speech analytics as one of the most important tools for gauging customer experience. By capturing market insights through conversations with agents, speech analytics enable contact centers to identify consumer needs and solve product issues.

• Text Analytics

Text analytics works the same way as speech analytics, but the only difference is that instead of analyzing spoken conversations, applications with this function collect data from written documents and more recently, through social media.

• Self-service Analytics

As the name suggests, this type evaluates customer experience in self-service tools and indentifies the platform’s areas for improvements.

• Cross-channel Analytics

This identifies the channels customers use to reach a brand. Using input from other types of analytics applications, cross-channels analytics can tell which channel the companies should optimize or concentrate on for higher-level interactions.

• Desktop Analytics

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Companies use desktop analytics to monitor each worker’s desktop activity and ensure that employees have no problems transacting with customers using the company-provided equipment.

• Predictive Analytics

Predictive analytics helps businesses pass important KPIs by determining the most suitable communication approach agents should use in the future based on current and past data.

Call center analytics is continuously evolving and expanding, so contact centers should expect to see other forms of analytics to come out in the future. While all these can aid companies, the management should carefully select which among these analytics they truly need.

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#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

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Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

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Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

𝗦𝗮𝘃𝗲 𝗮 𝗟𝗶𝗳𝗲 𝗕𝗹𝗼𝗼𝗱 𝗗𝗿𝗶𝘃𝗲 𝟮𝟬𝟮𝟮
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

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#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

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