Call Center Analytics Software: How It Helps You Scale

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In the United States, there are more than 34,000 call center and telemarketing businesses across the country. Ensuring an optimal customer experience is essential, as more than 70% of customers contact support over the phone. Plus, remaining efficient should be a top priority. Fortunately, call center analytics software can assist with both, and it can make scaling more manageable. Here’s what you need to know about call center analytics software.

What Is Call Center Analytics?

Call center analytics collects data on call center performance from every angle. It tracks various employee-related metrics, such as average calls handled per day, resolution rates, time-per-call figures, and more. Additionally, call center analytics scrutinizes performance from the customer side of the equation, analyzing engagement, satisfaction rates, and more.

With call center analytics, it’s also possible to track system-related data. For example, it can assess wait times, the ways customer demand shifts over time or seasonally, and other factors that assist with optimization.

Generally, the goal of call center analytics is to improve performance in areas where improvements provide value. It helps companies identify shortcomings and bottlenecks, allowing them to address issues to improve the customer experience, reduce costs, or streamline operations.

Software & Types of Analysis

Call center analytics falls into specific categories based on how the software or feature functions. Here’s a list of the various software programs and types of analysis that are typically available:

  • Cross-Channel Analytics – Analyze the effectiveness of various communication channels in different scenarios
  • Desktop Analytics – Review device and infrastructure performance and agent productivity
  • Interaction Analytics – Assess the quality of customer and agent interactions
  • Mobile Analytics – Examine mobile website or app usage by customers, as well as technical performance
  • Predictive Analytics – Use historical data to anticipate future needs or customer behavior
  • Self-Service Analytics – Allow managers or agents to generate reports on-demand
  • Speech Analytics – Analyze call audio to gauge customer sentiment, agent performance, and customer intent
  • Text Analytics – Gather insights from written data, such as surveys, customer feedback, social media messages, etc.

Top Provider Options

If you’re looking for call center analytics, the tools are commonly built into broader call center solutions. As a result, companies can take advantage of a host of features, including omnichannel communication support, interactive voice response (IVR), integrations, and more, along with analytics.

Here’s a list of the top call center analytics providers:

  • Aircall
  • Avaya
  • CloudTalk
  • Dialpad
  • Five9
  • HubSpot
  • LiveAgent
  • Tableau
  • uContact

Tips for Selecting Software

When you’re exploring call center analytics software, specific features provide exceptional value. Real-time monitoring allows managers to gather insights about how operations are unfolding currently and spot issues that may warrant immediate intervention. Data integrations allow call center analytics to connect to other popular platforms, including customer relationship management (CRM) solutions, making them an asset.

Team scoring dashboards are also helpful, as these allow managers to identify poor performers and take appropriate action to increase their odds of meeting expectations. By looking for customer-sentiment analysis tools, managers can assess whether an interaction with a customer was positive or negative and determine whether followup action is wise.

However, what’s important is to find a solution that aligns with your company’s needs and budget. Consider which features provide your call center with definitive value, and focus on those capabilities. Then, narrow down your choices further based on the price, ensuring you get an affordable option that offers all of what you require.