Your call center software is always collecting data. Each time a call comes through, it stores several sets of data associated with the session for future reference. The key is knowing how best to use these sets of data.
We’re going to discuss the various kinds of data collected by call center software. Then we’ll suggest the best ways to improve your call center using said data. And just in case your looking for a call center software, mySQM™ FCR Insights Software is built specifically for call centers.
Let’s start with pinpointing the various sources of data before we offer best-usage tips.
Types of data collected by call center software
There are two ways to populate your call center software with data before it displays metrics on dashboards. Either you have someone making calls or you’re sourcing it from other systems. Let’s look at these options closely.
Data that originates in the call center software
The obvious source of data for any system is that which begins inside it. For some systems, this will be direct input from users. With call centers, the input is call details as customers call for support.
Data collected through APIs.
This happens when you’ve connected the work tools (software applications) that agents use when serving customers. Then, new data becomes available to your call center software.
For example, you could have the call tools hooked into your CRM or helpdesk solution. This makes every other caller you’ve previously communicated with ‘more visible’ each time they start a support session.
Visibility here implies you have back-knowledge on all engagement along with any tickets connected to their account. It also applies technically to the traceability of customers across many joined systems. The opposite would have separate customer data silos that make it hard to piece together any meaningful information together.
Now we know the sources from which data emerges, let’s continue to the part where we make the most from it all.
Metrics from call center software dashboards
The very first way through which we’ll harvest the most from data is by creating dashboards. Dashboards are simply graphical visualizations of data as it fluctuates with time.
A typical call center software dashboard will display metrics such as;
Csat (customer satisfaction) scores. – A metric that measures how happy a customer is with your services at the moment. Knowing how happy a customer is (at any given time) can help when routing their calls to more experienced call center agents.
The data to come up with this score comes from a CRM. which asks for ratings after each engagement with the customer.
ASA (Average Speed of Answer) – On the agent side, you can measure the average time they take to respond to the notification of incoming calls. This metric gives you a good idea of the productivity of your call center.
Wrap-up time – Even after a short wait time, every other call requires some resolution of issues at some point. The time it takes for the call center agent to ‘fix’ the problem, after the call, is wrap-up time. The longer it takes for your agents to achieve this, the more effort you ought to invest in training and equipping them to do so.
Benefiting from call center metrics dashboards
These two metrics can help you make gradual improvements to your call center. Plenty more are just as easy to read off from a good call center software dashboard.
Knowing is the first step to take among other corrective steps to bring each metric within set targets. For instance, keeping the ASA metric below 30 seconds ensures customers don’t have to wait too long and get bored in support queues. The same approach results in less time spent doing work through automation.
Data flowing in through API from CRM
Let’s now quickly go over some benefits you can harvest from API-fetched data. To cover this part succinctly, we’ll examine a few examples for each type of data.
Customer data from the CRM
We’ll assume your call center software like Nearshore software (particularly the call 3CX Phone system), is integrated with the CRM. This way, each incoming caller should already have some historical data. Unless it’s a new caller altogether.
Historical data makes it possible to know not just who is calling, but also what product(s) they need help with. With a smart call routing system in place, you could ensure VIP customers speak with agents they’re familiar with for the best customer service experience.
If you’ve been running disparate systems to manage your call center, this would be an excellent time to get on the path to integration.
If not for the improved customer experience we’ve proved possible, the cost savings should make it worthwhile. The first step is looking into how, while the best way forward would is to look into no-code CRM automation solutions. This way you won’t have to learn any coding beforehand.
babelforce is a global cloud communications platform focused on No-Code integration and automation. It allows non-technical people to build even the most complex integrated processes for customer-facing teams, particularly in the call center.