Unlike such interactions in stores, call center interactions are all documented, thus creating a huge volume of data that can be analyzed for trends, patterns and insights. If you’re not already, you should be taking advantage of those insights in the form of business intelligence (BI)from your call center that can give you a competitive advantage.
Benefits of Call Center Business Intelligence
Business intelligence from your call center can make a tremendous difference in helping your organization:
- Increase sales, average order value and order frequency
- Reduce operational costs
- Improve performance in the call center
- Solve business problems
- Improve the customer experience
Keys to getting those benefits include paying attention to reporting, that is, making sure your call center is providing in-depth, detailed reports on the metrics that matter most to you, which may include service level, call types, forecast vs. actual for call volumes, and others.
Dashboarding, where your call center supplies a near-real-time snapshot of what’s happening with your business, can help you spot issues or opportunities early and make changes quickly. A dashboard does not take the place of reports; rather, it’s a distilled version of key reports.
Technology is a valuable tool, but don’t underestimate the importance of your call center project manager. He or she is in constant touch with customers and call center agents and can interpret and explain the implications of data from a human perspective. Project managers also serve as a resource or a sounding board for your ideas and plans, which reports and dashboards can’t do.
Global Response will work with your luxury brand to help build the kind of business intelligence you can use to drive strategy. Contact us today!