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Business Intelligence for the Call Center Industry – What You Need to Know

Mckay Bird | Feb 7, 2016 752 views No Comments

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Business intelligence (BI) software has become an incredibly useful tool for many businesses across a variety of different markets. BI makes it possible for organizations to gain a leg up in their industry with access to a wealth of insightful data without the need to hire additional staff or sacrifice on efficiency.

Yet, the question remains – why is this technology so often ignored? While call centers primarily focus on handling calls in a timely manner and maintaining great customer service, there is still significant information that can be gathered through the use of a business intelligence platform. Instead of spinning wheels collecting and organizing information from spreadsheets, BI technology provides call center managers with a completely integrated, automated tool to efficiently present information on specific metrics such as agent performance, team efficiency, company profitability and much more.
Let’s take a closer look at some of the benefits contact centers can enjoy through the use of a BI platform as well as what the implementation process looks like.

BI Takes the Call Center to the Next Level

Call center technology, simply stated, relies on an easy-to-use interface to organize large amounts of data. BI does this while also minimizing data entry errors, completely eradicating the need for time-consuming spreadsheets. Gone are the days of spending hours on end manually entering data in the hopes of reaching insightful conclusions.

This technology also allows agents to be monitored, scored and evaluated on many different KPIs including cost summary, general call center metrics and success rate. A BI platform identifies high wait times which can become extremely useful intel. Calls can even be organized by area code to help better define which geographic location agents are contacted most often and which areas yield the best success rates.

Visualize and Analyze

Of all the benefits that BI offers, the ability to view data in an easy-to-understand fashion is undoubtedly one of its major advantages, yet it is often overlooked. With the ability to create custom reports with just a few clicks, there is no longer a need to manually dig through spreadsheets in search of drawing business conclusions. Information that is beneficial towards improving call center operations such as daily call volume or average call duration can now be easily read and understood with the help of BI technology. Reports delivered in real-time can help draw conclusions better than ever before about what’s working and what areas are in need of improvement.

What’s the Implementation Process Look Like?

Once a company realizes what particular areas it needs to improve upon and what strengths it needs to play towards, BI can help the call center optimize overall performance. With access to a visual overview of what’s working versus what’s not, identifying necessary changes within the call center is easier now than ever before. If the results aren’t ideal, all is not lost, as the information can provide some valuable insight into what departments are in need of improvement, signaling to call center managers the need to focus additional resources across certain areas.

BI analytics can also show exact gains and losses from implemented changes. This is useful because now call center managers see the steps that need to be taken to optimize the operations that may be not quite up to par.

Although there are many ways a call center can optimize its overall productivity and efficiency, BI is becoming the “it” tool. BI technology is helping drive data-based decisions that refine and help an organization reach its full potential. With all of these great features, it’s only a matter of time until more call centers start following the trend and jump on board with this revolutionary technology.

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