Part 2: Optimizing the Customer Journey through Call Center Data Analytics (Read Part 1 here)
After a sale, it is critical to ensure that every touchpoint with the customer is handled skillfully. It is only possible to understand and improve a customer’s journey by tracking key customer metrics and run analytics.
Telecom organizations that know how to identify such gaps in the service provided using analytics—to further enhance customer satisfaction, reduce churn, increase revenue and greater employee satisfaction—will see the rewards.
Churn is a common problem among almost all organization, but what is making your customers leave? What reduced customer satisfaction? And what is it about the interaction that upset customers? And what can you do to ensure customers have a better experience? These are just some of the questions keeping decision-makers up all night.
It is an even bigger nightmare when you only have disconnected analytics to look through and make the best inference that you can. However, being able to rely on someone or a partner to answer these questions can take away the guessing. Our analysts have answered very tough questions and delivered results time after time with Analance™.
The value of call center data science comes in the form of dashboards like above
Real case. Have a look at the infographic generated for one of our clients tracking every customer touchpoint for product support. Being able to identify business problems at a glance allows your organization to handle challenges more proactively and with just a few changes, you can expect for a turnaround.
Maybe hiring agents with better communication skills or prioritizing training on product features are some of the quick changes you can make to impact delivery performance and customer experience, which will further reduce the likelihood of churn and/or negative product reviews.
Better visibility of the end-to-end customer journey helps! Having a holistic view on call centre analytics, for example, will help you easily identify customer pain points. Using business intelligence and predictive analytics, call centres can know why, when, and for what reason customers are calling. Further analyzing customer feedback provides an opportunity to better understand behavior and get customer insight on how to provide a better customer experience.
Now, having all this data delivered to you in through an interactive dashboard or in the form of an infographic can give you a kick-start on executing a new plan faster. It is much easier to understand and digest (across the organization) than having to see day-to-day metrics in silo.
With Analance, you have the freedom to drill through data and key insights, but you can also compress the information to report key insights and the possible solutions to improve outcome.
Want to know more about how DUCEN helped clients to increase customer satisfaction? Our analyst would be more than happy to show you a demo!