Customer Service Analytics with Assembled
Performance and productivity analytics all in one place.
Customer Service Analytics
It is important for every call center to make sure they are collecting and analyzing data in an appropriate and ongoing manner. While many managers think they can simply get an overall feel for how the center is doing, it is always better to have actionable, objective information, and measurement. This information can go a long way toward improving the experience of the customer as a whole. In the end, this is the goal of customer service. This is where the practice of reviewing customer service analytics is helpful.
For those who might not know, the concept of customer service analytics is important because this allows companies to collect data on how their agents are doing when it comes to the actual customer interaction. There are a few ways that customer service analytics can be used and measured. One of the easiest ways is to simply ask customers if they are satisfied with the service they received at the end of the call. This is a simple way to gather information on how customers are feeling and how the agents are doing. At the same time, these scores need to be taken into context because there could be biases when thinking about what prompts a customer to agree to answer this question.
It is also helpful to look at customer service analytics use cases. These use cases are going to vary depending on the metric measured. For example, one of the most important metrics is the average amount of time that agents spend in the queue. This is where agents have finished one call and are waiting to pick up another call. If agents are spending a lot of time in between calls, this is a problem and needs to be addressed with better scheduling and capacity planning. This is one of the most straightforward examples of customer service analytics in action. Some of the other metrics that might be tracked include how long it takes to handle a call and how often an agent is able to address and handle the customer’s problem on the first attempt.
Call Center Analytics
In addition to tracking and utilizing customer service analytics, it is also helpful to look at the call center analytics. In contrast, these are numbers that pertain to the call center as a whole. This is an important part of customer support data analysis. For example, one of the most important call center analytics might be the average call volume. It is important to know when the volume of calls is likely to change. For example, the calls might start to escalate in the evening when people get off of work. Furthermore, call volumes might also vary by season. There might be certain times of the year when companies are receiving more calls.
There are a few call center analytics use cases that show how important these metrics might be. One of the most important metrics is the frequency of calls being escalated. This is where calls come in and the agent cannot handle the issue. Instead, they need to escalate the issue to a manager or to a more advanced tier of technical support. If there are a lot of calls that are being escalated across the board, this is a problem because it shows the training process might need to change. In contrast, if the escalation rate is low, this is a good thing because it shows that agents are able to handle these calls on their own, saving time and money. This is one of the most important examples of call center analytics being applied to help the company obtain actionable information.
Customer Service Data
All managers need to be gathering data on the quality of their customer service. With this in mind, there are a few insights that companies are trying to gain when they looking at their customer service data and perform a customer service analysis. For example, companies should try to figure out how quickly their calls are being resolved by their agents. This is one of the easiest metrics to track. If the average call time is short, this is a sign that problems are being resolved quickly. At the same time, another important part of the customer service data analysis process is the call abandonment rate. If customers are hanging up before the call is resolved, this is a bad sign and might be a confounder when looking at the average length of calls.
The data gained from customer service data analytics is valuable to managers, customers, and agents. This information is valuable to agents because it helps them figure out what works for their calls and what doesn’t. This information is valuable to managers because it can help them identify themes when it comes to their call centers. If something has to be adjusted, it will be uncovered by customer service data. Finally, this information is also valuable to customers because it tells them what to expect when they call the call center to ask for help from an agent.
Customer Analytics Tools
There are a few tools that can be used to help call centers gather information on customers as they call in for service or product support. These customer analytics tools make up the majority of powerful types of customer analytics software. When someone uses customer analytics software, they are investing in data that has the ability to process data on the behavior of customers. For example, there are types of customer analytics that can help businesses figure out where the calls are coming from and what some of the themes are when it comes to customer concerns. This can help businesses identify themes in their calls and make changes in an effort to reduce the number of calls that come in.
In addition, customer analytics software can also be used to measure information such as the average time that customers spend waiting and how long it takes to resolve customer concerns. In some cases, this customer analytics software might even be used to capture customer satisfaction rates. This can help agents improve the service they provide and help the call center handle customer concerns in a more efficient manner.
Customer analytics are important to call centers for reasons that go beyond the data points. When customer data analytics are used appropriately, this allows call centers to monitor and improve numerous issues throughout the call center. When this data is analyzed appropriately, it has the ability to improve the performance of employees and increase customer satisfaction as a whole.
Customer analytics data science can be used to identify trends and allow managers to direct resources appropriately in a call center. Customer analytics examples and models might help call centers enrich their demographic data, understand the emotions of customers and employees as they talk to each other, key into the performance of agents and how this is impacted by their engagement levels, and can even help call centers compare all times with other departments and channels. All of this information is important when it comes to customer analytics.
Customer Service Metrics
When it comes down to the nuts and bolts, it is important to have customer service metrics readily available. Customer service metrics are compiled over an extended period of time. Then, they are tracked periodically, such as every quarter, and the results can be broken down by agent and compared. In addition, the call center can view its results as a whole using a customer service metrics calculator.
A customer service metrics definition provides objective numbers that quantify the performance of agents and the call center as a whole. Some of the most important metrics that need to be tracked include the average number of calls handled by an agent, how long the agent spends between calls, how long it takes the agent to resolve a call, and the individual customer satisfaction scores of that agent. If the agent is doing a good job, the call times should be short, escalation rates should be low, and satisfaction scores should be high. It is impossible to know these numbers if they aren’t tracked. This is why it is important for every call center to track these metrics.
Customer Analytics Models
Finally, once call centers collect all of this information, it can be put into a model for not only the individual agent but the call center as a whole. Customer analytics models can be built using a variety of customer analytics techniques. For example, call centers can track key metrics, such as average call volume for the call center, over an extended period of time. This can help managers see the big picture, which is why this is one of the most important customer analytics projects.
There are customer analytics use cases that can be constructed using these models. For example, a call center might want to institute an intervention in their software to see if this shortens the time customers spend waiting. If there is a shift in the average wait time, then the call center will know that this has to do with the intervention. In this manner, these models can be used to help call centers improve the quality of the service they provide to their agents by presenting information in a way that is easy to see. Without using customer analytics models, call centers and managers are not going to have access to the information they need to make improvements in the service they provide.
We’ve gathered a few helpful and handy resources to help you and your team shine.
See us in action.
Want to know how Assembled can help your team rise to the occasion? Set up time with us to learn more!