What slows down the adoption of data analytics in call centers?

What slows down the adoption of data analytics in call centers?

Faith Ocampo Published on April 15, 2016

businessman-walking-slowly-with-ball-and-chain

Data analytics allow brands and their call centers to gain a competitive advantage over their competitors. So why are so few organizations adopting this technology?

In an industry driven by digital technology, measuring customer satisfaction through quantitative, transaction-based metrics isn’t enough. Brands need to dig through mountains of data to make sense of what customers truly want.

Poising itself a solution to this, data analytics has often been touted as a game-changer in the field of customer service. Almost every call center process is now being executed with this tech as a component. It helps managers break down bit by bit the insights gained from conversations with callers, allowing them to build a customer database.
The capacity of brands to make sense of data therefore boosts customer experience management, but why are so few call centers adopting analytics? Here are five possible reasons.

1. It’s an uncharted territory.

businessman-in-tattered-suit-lost-in-jungle

Frankly, there’s still a big question mark surrounding data management and analytics. Although highly advanced multinational companies are already reaping their money’s worth off this technology, it’s still an uncharted territory for many other businesses.

There’s a need to create a holistic approach that would allow brands to easily integrate this technology in their everyday functions. That can only be done if brands hire the right people and align their processes toward a common goal.

 

2. How fast must the transition be?

hand-gripping-stop-watch

As brands start to incorporate data analytics into their call center, they’re actually slowly evolving into an insight-driven organization. However, bigger contact centers will find it harder to adopt analytics. Aside from securing the necessary resources, brands must also consider their core activities, goals, and the number of agents they have. To sustain the transition into a knowledge-based organization, businesses must continue to focus on the customer journey and the customer experience.

 

3. Budgeting

piggybank-locked-with-vice

In most cases, intelligent customer experience management tools can be costly. Brands must weigh a tool’s price tag according to how well it can drive results. An expensive tool with functions that are not aligned with a brand’s goals isn’t worth it. Brands can do better by purchasing tech tools that serve a purpose within the organization.

Furthermore, managers must also watch out for overlapping functions. To save money, ensure that every software or program has unique functions that complement one another.

 

4. Understanding the role of analytics

businessman-carried-by-red-balloon-over-stairs

If you want to fully embrace data analytics, you must know how it fits into the bigger company picture. Analyzing the customer database built through feedback gathering must always be done with a purpose in mind. The goal must be to understand the root cause of a problem so you can take advantage of insights and create larger impacts.

Also, analytics is not solely about big data. Even smaller amounts of data, aside from being easier to collect and analyze, can help you improve your existing products or services.

 

5. Hiring the right people

young-job-applicants-with-recruitment

The biggest challenge right now for call centers and brands is to bridge the skills gap in data analytics. There’s a need to create training courses that will allow professionals to understand everything about customer data and how they can be used to improve processes. If brands can’t find the people who can be trusted with these duties, then it will be impossible to create an intelligent customer experience management system.

 

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.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO23 hours ago
As a multilingual call center, Open Access BPO is home to individuals from different cultures, beliefs, and orientations. We believe that the world thrives when we embrace our differences; when we establish safe spaces that cultivate healthy, open discussions and cultural expression.

Happy World Day for Cultural Diversity for Dialogue and Development to all!

#WeSpeakYourLanguage
#OABPOonDiversityDay #OAonCulturalDiversity
Open Access BPO
Open Access BPO2 days ago
The key to building a brand that customers will remember: embedding empathy into your organizational culture.
Read: https://buff.ly/3Ly8Tf9

----------

Let our dedicated expert #CustomerExperience team define your brand's commitment to your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 days ago
It's been reported that strong workplace cultures prompted 4x increase in revenue growth and annual returns in many companies.

What's your partner #CallCenter's culture and how can you tweak it to drive up #productivity and #EmployeeEngagement? | https://buff.ly/39AYYbg

----------
Grow with an #outsourcing firm that thrives in its diverse work culture. Grow with us: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO3 days ago
Measuring and improving on your customer effort score must be one of the main priorities of managers and #CustomerSupport providers. | https://buff.ly/39XPKG7

----------
Nip #CustomerChurn in the bud and ensure #BrandLoyalty with seamless 24/7 multilingual support: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO4 days ago
Build a #mobile #CustomerService strategy that works. You'll know your mobile strategy works if you've achieved these key features: https://buff.ly/3sDYLdS

----------
Contact us today For #multichannel #CustomerSupport that works: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO5 days ago
#CallCenters must understand their customers' unique communication styles so they can assist them more effectively. Here are 4 typical communication patterns among customers and some tips on how to handle them: https://buff.ly/39w7ybm

----------
Open Access BPO knows your customers. For proactive #CustomerSupport, contact us: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService
Open Access BPO