What is Call Analysis? | A Detailed Guide to Benefits and Features!

Call analysis involves tracking software that analyzes call data from call centers or phone calls made by customers or prospects. The call data tracks important information, such as the time of day callers call and the number they call from, to help companies understand their customers' needs, identify sales opportunities and deliver a superior customer experience.

Call centers use call analytics software to track call quality and manage customer interactions across multiple channels, including voice, email, chat, social media, and text messaging. It can also analyze real-time call data and ensure that your call centers' critical systems function properly.

Benefits of Call Analysis 

Improved Quality of Call Center Agents

Call analytics software allows call centers to use call recording tools that can provide managers with actionable insights about how their call center agents answer customer calls. This insight allows call center managers to coach call center agents on ways to improve their call handling skills to lead to happier customers. This ultimately helps call centers retain their top performers.

Enhanced Reporting & Analytics

Call analysis is used to call transcription services that call tracking companies use to record call center calls and make call flow data easily accessible in real-time. It uses call reporting features like call monitoring, call scoring, auditing, and others which help call centers provide customers with fast answers to their inquiries while preventing unwanted phone charges.

Improve Call Center Productivity

Call center tracking solutions can analyze call recordings to determine whether call handling agents follow call flow protocols. The analytics software can identify call types that call centers need to either work on improving or eventually remove from their call flows. 

For example, suppose an agent receives many calls about a specific product. In that case, the call analytics solution finds this call type to be removed from call center call flows to prioritize other call types.

Call Center

Improved Process Monitoring

Today, call centers must follow call flow best practices to meet certain industry call monitoring regulations. Tracking software tracks call data about call type, time of day, call duration, and more, which helps call centers to manage the entire customer experience throughout their call center life cycle.

Provides Alerts On Disruptions

Call analysis provides alerts about service disruptions or unusual changes in service volumes. 

Today, call centers need call analytics software that can monitor call center call flows to quickly provide alerts about any service disruptions or unusual changes in call handling times.

Performance Measurement Tool

Call analysis gives call centers a way to measure the impact of different marketing campaigns on customer service performance. 

The analysis helps call centers compare call handling trends before and after call flow changes are implemented. This comparison allows call centers to easily identify if marketing campaigns are improving customer service performance which is an important metric for improved business performance.

Different Call Tracking Methods 

Automatic Call Recording

Call centers can answer the call, initiate a three-way call with the call center agent and any other party involved in that particular call, or manually create calls to track customer or prospect interactions. Call centers often prefer this option since there is less room for error.

Cartooned call center information

Event Tracking

Event tracking allows call centers to use an event, such as entering the phone number of a call center representative into their CRM system, as triggers to record calls. 

For example, when someone enters their phone number on a website form during the checkout of an eCommerce order, it may be recorded as a call from that person waiting for confirmation or ready to make more purchases.

File Transfer

File Transfer


Call centers can call the call center agent and ask them to call back. File transfer creates a way to call two people while still recording what they say. This option is typically used by call centers that want to watch their employees train other employees. 

Call center managers can record calls for playback later to help measure performance, show new hires how to carry out certain tasks, or identify training opportunities across teams, divisions, or entire businesses.

Phone Drop

This service records each call that comes into the contact center after someone enters their phone number into an online form, website, or other interaction with the business. The recording happens before initiating the call manually through another method like email, chat, or social media message. 

For example, when someone visits an insurance company's website, they may leave their phone number if they're interested in receiving a call from an agent.

Features of Call Analytics Software 

Call Recording

Call recording is often the primary function call centers look for when searching for a call analytics solution. This allows call center agents to record calls for training or quality assurance purposes. 

Recorded calls can also help call center managers identify strengths and weaknesses among employees at different times during the day, week, or year. 

This information can give feedback on performance and craft coaching goals as part of a performance management strategy. It also formalizes goals around call handling processes such as script adherence during lead qualification or customer satisfaction surveys after call resolution. 

Call Recording

Monitoring Tools

These tools automatically send alerts to call center managers or agents after certain events. These events include; a call quality score dropping below a specific threshold, call abandonment rate rising above a particular mark, call durations lasting longer than expected, etc. 

Apart from all that, monitoring tools allow call centers to monitor key metrics and make adjustments as needed. 

Quality Assurance

Call analysis provides call centers with information about how many calls they answer per minute. This provides call centers with additional information that can be used to forecast staffing needs for peak times and improve call center agent scheduling. 

Lead Qualification

Lead qualification allows call centers to record the number of customer interactions. For example, calls that result in lead conversions include adding their contact information to a sales list or filling out an online form. When a customer leaves a contact on a company's website, call centers can call them back using call transfer or phone drop technologies. 

Smiling woman in a call center

Quality Scoring

Call centers can use analytics software to record call quality as a percentage. That information is used to help call center agents monitor their daily performance and understand how that impacts the company's overall call quality scores. 

Quality scoring features allow the tracking software to provide real-time feedback and critical insights into what factors influence call handling success, such as issues with internet connections, volume levels, and even data speeds. This allows contact centers to quickly make changes before impacting customers or lead conversions.

Conclusion 

Easily access all of these features from one dashboard, with an intuitive interface and user-friendly features. To deliver the customer experience your customers expect, grab call analytics software and perform your call analysis hassle-free.

About Dusan Stanar

I'm the founder of VSS Monitoring. I have been both writing and working in technology in a number of roles for dozens of years and wanted to bring my experience online to make it publicly available. Visit https://www.vssmonitoring.com/about-us/ to read more about myself and the rest of the team.

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