What is Call Analytics?
Call analytics is a set of metrics and statistics used to evaluate the performance and quality of phone calls. The use of call analytics can help businesses gain valuable insights into their customers’ experiences, identify areas for improvement, and improve customer service.
Call analytics should be implemented immediately as not so long after – you’ll be able to see how your customer service representatives are performing.
What Metrics Are Tracked During a Call Analysis?
Some common metrics tracked by call analytics include average time on hold, number of dropped calls, customer satisfaction, and first call resolution. Other metrics may include call duration, number of transfers, and number of hang-ups.
These metrics can provide valuable insights into customer behaviors and preferences, which businesses can use to make improvements to their operations and service.
How is Data Analyzed?
Every business likely has its own processes when it comes to analyzing call data. However, call analytics data is typically analyzed using a range of different tools and software.
These can include call tracking software, which logs and tracks the performance of phone calls, and other analytical tools such as customer satisfaction surveys and feedback mechanisms.
How Soon Can You Analyze Call Analytics After Implementation?
If your business has a large volume of calls – analyzing call analytics data can be done almost immediately after implementation. However, it is important to note that it may take some time to see results and improvements.
This is because businesses need to first understand their customer’s needs and preferences and what changes need to be made to improve customer service.