Can big data reinvent the call center industry?

Faith Ocampo Published on July 22, 2015

caucasian-male-black-asian-female-customer-service-agents-with-colorful-backdrop
We often talk about big data in the context of target marketing as we aim to personalize the customer experience and capture the core interests of our clients. As a marketing aid, data analytics has been proven to bring brands closer to their community. But how can we extend this advantage to other work processes?

If we want to maximize the use of the vast amount of digital information available out there, we should start thinking about what it can do for other industries. For instance, as customer service plays a special role in the bigger marketing strategy, refocusing the information revolution trend toward this area may potentially change its entire landscape.

The big question is: how can big data reinvent the call center industry to provide a much better experience to customers?

Everyone records their customer service calls.

smiling-female-customer-service-agent-with-numbers-floating-in-the-backdrop

Perhaps the most voluminous digital information that every contact center has is this. Recording customer service calls lets specialists analyze what went wrong and what went right during a particular instance of customer-brand interaction. Aside from enabling managers to determine agents best practices, call recordings allow companies to monitor their progress and work quality. Thus, they can set standards, revise outdated strategies, and start new ones.

It goes without saying that call records are one of the most important pieces of information in every call center. What most outsourcing companies don’t realize, however, is that these recordings already contain everything they need to enhance the customer experience.

And this is where big data comes in.

With the right people, computer tools, and analytics, we can gather deeper insights about what actually goes on during customer calls. Top this up with a little behavioral science and the results for your business can be revolutionary.

First, agent data can be used to determine their strengths and weaknesses. And this is becoming increasingly important as we all aim for higher productivity and efficiency in the call center. Through data analytics, you can identify agents skill levels, the factors that contribute to successful call handling, and the reasons behind poor engagement.

Second, customer data analysis can match caller personalities with the right agent. Analyzing trigger phrases or terms and studying voice tones can accurately depict a caller s personality and mood during a call. This makes it possible to reroute calls to agents who can best handle particular issues.

businessman-pushing-big-data-button

And lastly, big data can measure customer engagement. Although it may not be an exact science, having the means to understand how customers behave across multiple channels will help you reach out to them. Knowing their preferences, habits, and changing needs by social listening will influence how you innovate your call center services.

Truly, we’re in the age of constant revolution. The digital world, the entire business sphere, and the outsourcing industry are in a constant state of flux. It is understandable that as part of this complex landscape, most entrepreneurs find it hard to define the best business path. But more than a challenge, making the most of today s biggest trends is a necessity for every organization aiming to make a lasting global impact.

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.
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Open Access BPO 5 hours 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.

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Open Access BPO Yesterday
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.

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The success of our team is our top priority, and that dedication is reflected in the results we deliver for our clients.
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Open Access BPO 2 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
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Open Access BPO 3 days ago
Excellent #CustomerService is built on #EmployeeSatisfaction.

And to improve the #CallCenter agent experience, you must give your #CX reps a reason to be proud—
• of their work, and
• of the company that trusts them to do it.

𝗦𝗶𝗺𝗽𝗹𝘆 𝗽𝘂𝘁, 𝗶𝘁'𝘀 𝗮𝗹𝗹 𝗮𝗯𝗼𝘂𝘁 𝘁𝗮𝗸𝗶𝗻𝗴 𝗰𝗮𝗿𝗲 𝗼𝗳 𝘆𝗼𝘂𝗿 𝗲𝗺𝗽𝗹𝗼𝘆𝗲𝗲𝘀.
Here are some reasons why you should improve the #EmployeeExperience:
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Open Access BPO 13 days ago
Driving excellent #CustomerExperience hinges on the diverse perspectives within your team.

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Open Access BPO 13 days ago
Getting a bad performance review can be tough, but it doesn't have to be the end of the world.

In fact, it can be an opportunity to learn and grow, and to come back stronger than ever.

𝐆𝐞𝐭𝐭𝐢𝐧𝐠 𝐚 𝐛𝐚𝐝 𝐩𝐞𝐫𝐟𝐨𝐫𝐦𝐚𝐧𝐜𝐞 𝐫𝐞𝐯𝐢𝐞𝐰 𝐜𝐚𝐧 𝐛𝐞 𝐭𝐨𝐮𝐠𝐡, 𝐛𝐮𝐭 𝐢𝐭 𝐝𝐨𝐞𝐬𝐧'𝐭 𝐡𝐚𝐯𝐞 𝐭𝐨 𝐛𝐞 𝐭𝐡𝐞 𝐞𝐧𝐝 𝐨𝐟 𝐭𝐡𝐞 𝐰𝐨𝐫𝐥𝐝.

𝐈𝐧 𝐟𝐚𝐜𝐭, 𝐢𝐭 𝐜𝐚𝐧 𝐛𝐞 𝐚𝐧 𝐨𝐩𝐩𝐨𝐫𝐭𝐮𝐧𝐢𝐭𝐲 𝐭𝐨 𝐥𝐞𝐚𝐫𝐧 𝐚𝐧𝐝 𝐠𝐫𝐨𝐰, 𝐚𝐧𝐝 𝐭𝐨 𝐜𝐨𝐦𝐞 𝐛𝐚𝐜𝐤 𝐬𝐭𝐫𝐨𝐧𝐠𝐞𝐫 𝐭𝐡𝐚𝐧 𝐞𝐯𝐞𝐫.

Read our blog post right now: https://buff.ly/hiAUi78
And let's explore:
• the importance of recovering from a bad performance review;
• the causes of performance failures; and
• how to determine the best course of action to address these challenges

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