What is Post-Call Analytics in a contact centre?
Author: Simon Black | Date: 03/01/2023
Using Data to Drive Performance Improvement
Everyone knows that a business is nothing without its customers, with research showing that around 93% of customers are more likely to make repeat purchases from companies that offer them excellent customer service.¹ That’s why it’s vital to never underestimate the importance of customer service.
As a result, maintaining a competitive edge in whatever sector you operate in requires excellent customer service outcomes. This is especially true in the context of a post-pandemic world, where customers have grown accustomed to an increased array of online services, and now expect a simpler, faster service.²
Fortunately, there are now a range of techniques and technologies that businesses can deploy within their contact centres that help to drive improvements that contribute to increased customer retention, satisfaction and loyalty.
In today’s article, we’re going to focus specifically on post-call analytics and how it can enhance contact centre operations and outcomes. Let’s get started.
Suggested reading: Read more about how you can drive change throughout your contact centre in our free eBook — Your Contact Centre Could Operate Better… A Lot Better
What is post-call analytics?
Post-call analytics is the utilisation of combining artificial intelligence (AI) and language processing to gather information following customer-agent interactions that can then be used to enhance future customer service delivery. The term is often used interchangeably with a variety of others, including:
- Speech analytics
- Conversation analytics
- Interaction analytics
- Text analytics
The emergence of this software is helping to revolutionise customer service. That’s because it is now easier than ever before to measure agent performance and uncover new trends that can improve both productivity and efficiency across a contact centre.
Previously, contact centre staff had to manually ‘listen in’ or ‘listen back’ ’to calls in search of actionable insights, meaning that only between 1 and 5% of calls are analysed. These new tools, however, can automatically process call recordings and undertake effective analysis. As a result, contact centres can analyse 100% of the calls agents deal with, ensuring that insights are not missed and employees’ time is spent productively.
Using post-call analytics to improve customer service
Implementing post-call analytics within your contact centre can contribute to dramatic improvements in the overall customer experience your agents offer due to the wide range of benefits it can provide.
Let’s delve into the specifics of how post-call analytics can enhance your customer service outcomes.
1. Identify where improvements are needed
Any business that wants to stand out from the crowd and maintain a competitive edge needs to be proactively looking for ways they can improve. As such, it’s vital to track developments in your sector and the expectations of customers to ensure that you can:
- Keep customer engagement high
- Create high levels of customer loyalty
- Keep customer churn low
By analysing customer calls with the help of software like post-call analytics, contact centre managers and team leaders can enhance their understanding of where their customer service agents need additional support.
For example, where lapses or significant gaps in knowledge are identified, managers can proactively step in and offer relevant solutions, such as targeted training to enhance the delivery of customer service in future interactions. This approach makes it easier to build a team that is well-equipped to deliver high-quality outcomes to customers consistently.
Also, when contact centres have the ability to analyse each and every call, they can easily identify where they need to update their processes to enhance performance. This might include implementing new scripting best practices that drive exceptional service delivery.
2. Monitor agent wellbeing
Unhappy, unmotivated or simply burnt-out customer service agents are far less likely to deliver a quality service than those whose well-being is proactively managed by management.
Furthermore, recent shifts to remote and hybrid working have made monitoring the well-being of agents even more difficult for contact centres. With agents not always visible in the office, it is easy for them to slip into a negative state of mind without being noticed by team leaders.
Fortunately, beyond understanding the needs of customers, post-call analytics can help managers and team leaders gain insights into the well-being of their customer service agents. For example, this software now makes it possible to accurately determine agents’ tone of voice and track their sentiment over a prolonged period of time.
As a result, a change in agent wellbeing can quickly be identified. This allows managers to proactively intervene to provide support, which can come in the form of additional training to help agents with their daily workload or a more tailored approach.
This means that, by deploying these analytics capabilities, contact centres are better able to monitor and maintain the well-being of agents. Additionally, this allows them to benefit from:
- Reduced employee absenteeism
- Improved productivity rates
- Increases in employee satisfaction
- Decreased employee turnover rate.
- A reduction in costs for hiring and training new employees
3. Simplify compliance process
Compliance is a very important part of customer service in various industries. The insurance industry claims process, for example, requires organisations to adhere to multiple regulatory protocols and simultaneously work to combat fraud.
One way that contact centres can reduce the risks associated with compliance is by establishing keywords and phrases that may imply non-compliance. By implementing intelligent call analytics software, managers and team leaders can automatically tag customer interactions whenever these keywords and phrases are used, thereby ensuring compliance protocols are adhered to. This may include instances where:
- The caller is saying the card information out loud
- Personal information is being requested when shouldn’t be
This way, managers can ensure that their agents remain compliant throughout every customer service interaction. This serves as protection for the business and company, as well as both agents and customers.
By automating processes that ensure adherence to compliance, post-call analytics also helps improve efficiency. The time and resources saved by automating this process enables management to focus on strategic goals that drive long-term success.
Improve your customer service with post-call analytics from Awaken
Post-call analytics is a comprehensive and rigorous approach to driving improvements in customer service. However, to ensure that your contact centre can benefit from all the capabilities post-call analytics has to offer, you need to identify a partner that can provide cutting-edge solutions.
At Awaken, we provide result-driven solutions for call and contact centres. We are big on customer experience, which is why we’ve optimised all our processes and strategies to support customer satisfaction. Our AI and machine learning (ML) driven contact centre solutions improve operational efficiency, satisfy customers, and protect the general well-being of agents.
By implementing our solutions, you can benefit from post-call and live-call analytics insights. In addition to that, our services allow your contact centre to enjoy:
- Insights that can improve your profitability by up to 300%
- Easy-to-use software with useful features like call quality monitoring, compliance alerts, and efficient dashboards
- Advanced scripting and real-time multilingual guidance
Underpinned by our leadership team’s decades of contact centre experience, our solutions help you analyse every interaction and understand the true voice of your customers and agents. But don’t take our word for it — book a demo and see for yourself today.