Call Center Text Analytics ? For Ultra-High Business Performance

Posted by VOZIQ on January 6th, 2017

Text analytics is a call center technology that continues to thrive because it enables companies to learn more about their customers and work on unstructured data gathered from interactions with customers. When properly administered and adapted with call center best practices, text analytics software may give your company the competitive edge it deserves. Text analytics may be a relatively new technology, but it is expected to grow and continuously develop to meet the needs of both enterprise call centers and customers. There are five ways that call center text analytics can improve your business performance:

Monitor and coach agents and enhance the quality of service – When applied effectively, call center text analytics can monitor call center agents and the quality of taking calls. This way, managers can easily track an agent's adherence to the scripts while ensuring the fulfillment of regulatory requirements. Text analytics technology is versatile and can be used for coaching agents, too, so they can improve in reducing call volume and enhance the first call resolution. All of these factors can lead to improvement in the quality of service.

Enhance customer experience – Text analytics can improve customer experience. The software can mine and analyze text data and find aspects like stress and emotion in the customer's words and the reason for sending the message. This way, you can easily identify the needs, expectations, and wants of the customer, and use that information to meet them.

Recognize cross-sell and up-sell opportunities to boost revenue – Text analytics are not merely for call centers. It can be used by companies that deal with sales, too. This way, the technology lets them identify up-sell or cross-sell opportunities for higher conversion rates and increased sales. Sales managers may use the technology to learn how certain cross-sell and up-sell has impacted the level of satisfaction in customers, and how various customers can respond to offers.

Save money as it minimizes operating expenses – Experts believe that the technology can pay for itself within three to nine months from being implemented. High-quality text analytics can lower call center costs by minimizing operating expenses. Likewise, it can detect ways to prevent spending money as you generate incremental revenue, and detect cost savings in the process.

Lower customer attrition – Call centers can minimize attrition rates with text analytics as this technology helps identify the reasons why customers leave. This allows companies can make the necessary changes to retain customers and encourage repeat patronage. Likewise, it may help improve the quality of customer satisfaction and experiences.

About The Company:

VOZIQ is a Washington D.C. based technology company helping enterprise contact centers mine customer interactions to improve customer experience and contact center performance. Our managed analytics services offer benefits of synergy of cloud-based technology, proven solutions and a team of industry experts.


About the Author

Joined: January 21st, 2015
Articles Posted: 16

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