Analytics 101: What Philippine call center firms analyze

OABPO Blog Team Published on April 28, 2014

Philippine-call-center_
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

Philippine-call-center_--

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.

Join us on facebook
Open Access BPO 6 days ago
Aside from the location advantage, the 𝐏𝐡𝐢𝐥𝐢𝐩𝐩𝐢𝐧𝐞𝐬 𝐭𝐡𝐞 𝐦𝐨𝐬𝐭 𝐥𝐮𝐜𝐫𝐚𝐭𝐢𝐯𝐞 𝐝𝐞𝐬𝐭𝐢𝐧𝐚𝐭𝐢𝐨𝐧 𝐟𝐨𝐫 𝐦𝐮𝐥𝐭𝐢𝐥𝐢𝐧𝐠𝐮𝐚𝐥 𝐜𝐚𝐥𝐥 𝐜𝐞𝐧𝐭𝐞𝐫 𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬 in Southeast Asia because of these Filipino qualities:
• neutral accent;
• multilingual proficiency;
• dedicated work ethics;
• resilience and adaptability; and
• close affinity with Western cultures.

Read: https://buff.ly/47sGAKD

----------
Partner with a #CallCenter with strong #CustomerExperience expertise: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CustomerSatisfaction #CSat #CX
Open Access BPO 6 days ago
𝗙𝗼𝗿𝗲𝗰𝗮𝘀𝘁𝗶𝗻𝗴 𝗮𝗰𝗰𝘂𝗿𝗮𝗰𝘆 is a valuable metric to determine the challenges your #CustomerSupport team will face.
It allows you to manage your team and distribute the workload accordingly, paving the way for an efficient operational output.

Read: https://buff.ly/3R0VCk2

----------
Effective employee and ops management ensure high #productivity for optimal 24/7 coverage.

So, only partner with an #outsourcing specialist with robust and foolproof ops strategies that will make your brand soar: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience #CustomerService
Open Access BPO 7 days ago
Creating culturally diverse teams in #CallCenters is not just a moral imperative but a strategic advantage.

Here are 6 more compelling reasons for ensuring #CulturalDiversity in the workplace: https://buff.ly/3MYaCO6

----------
Choose an #outsourcing partner with diverse teams and cultures:
OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#diversity #inclusitivity
Open Access BPO 7 days ago
This expansion is a strategic move that signifies a major milestone in 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢's continuous growth and dedication to serving its expanding international clientele.

It enhances the company's capacity to manage additional programs, grow its teams, and create job opportunities for Davao-based

more via KRON 4 News
https://buff.ly/3sVKUD7
Open Access BPO 8 days ago
𝐀𝐫𝐞 𝐡𝐮𝐦𝐚𝐧 𝐜𝐨𝐧𝐭𝐞𝐧𝐭 𝐦𝐨𝐝𝐞𝐫𝐚𝐭𝐨𝐫𝐬 𝐬𝐭𝐢𝐥𝐥 𝐧𝐞𝐜𝐞𝐬𝐬𝐚𝐫𝐲 𝐢𝐧 𝐭𝐡𝐞 𝐦𝐢𝐝𝐬𝐭 𝐨𝐟 𝐚𝐥𝐠𝐨𝐫𝐢𝐭𝐡𝐦-𝐩𝐨𝐰𝐞𝐫𝐞𝐝 𝐝𝐢𝐠𝐢𝐭𝐚𝐥 #𝐂𝐨𝐧𝐭𝐞𝐧𝐭𝐌𝐨𝐝𝐞𝐫𝐚𝐭𝐢𝐨𝐧 𝐭𝐨𝐨𝐥𝐬.

It's humans vs algorithm in this blog post! Read all about it now: https://buff.ly/3uybgeN

----------
Outsource content moderation and other business or knowledge process needs: buff.ly/3sJxKJl

#WeSpeakYourLanguage
Open Access BPO 8 days ago
#CallCenter Team Leaders drive progress and ensure exceptional #CustomerExperience.

Want to unlock the secrets to becoming an extraordinary leader for your team?

Here are the 5 biggest enemies of great leadership, along with a few tips on how to be a good leader: https://buff.ly/3G7P2Dc

----------
Partner with Open Access BPO. We have great call center agents and team leaders to guarantee your brand's growth: https://buff.ly/47MoEKX

#WeSpeakYourLanguage
Open Access BPO