Call analytics is the No. 1 tool for monitoring the quality of the call center and allows you to significantly save time to get the most positive work result. For it, IP telephony providers integrate special software into their solutions that tracks calls in real time. Smart algorithms collect data such as call time, call duration, voiceovers, phrases and keywords. In fact, it takes into account not only the actual parameters of the conversations, but also their context and allows you to get the following information:
How interested a potential customer is in purchasing a product or receiving a service.
Which marketing channel led to the call and evaluate the effectiveness of each of them.
Efficiency of employees in handling calls.
Conversation content and customer service quality.
All this data helps to improve the quality of service and build an effective customer service. Analytics will reveal which managers are not coping with the load, are not competent and do not adhere to business ethics when communicating with clients. This is important for building the company's image and increasing customer loyalty.
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