Call analytics is one of the most important features of a Voice Over Internet Protocol (VoIP) phone solution. VoIP call analytics provide you with valuable insights into the performance of your employees as well as campaigns.
These statistics and insights can be used to bring efficiency and productivity to your organisation. Here are some of the other benefits of call analytics.
Call analytics can help small businesses deliver better customer service especially for those who have technical support or customer service teams. Monitoring call activity can keep track of high volume of calls to make sure that these can be accommodated for. This will help teams answer calls in a timely fashion and minimize the wait time bettering the customer experience.
Improve employee performance
Furthermore, call analytics can help measure and improve the performance of individual agents. For example, comparing the duration of calls, number of calls taken and availability of each staff member. This can track productivity, improving the length of time to assist customers and also showcasing weak points where training is needed.
Observe customer trends
VoIP call analytics also let you listen to call recordings which can help identify customer pain points. With speech to text features these conversions can be dissected to really get into the core of the conversations. Programs can analyse the tone of the caller's voice as well as certain keywords and phrases. For example, a manager can search for the words 'cancellation' or 'problem' and find out the specific products and services associated with these terms. This can help address issues to deliver better customer satisfaction.
Customer support personalisation
Routing calls are based on advertisements that allow you to see how consumers are responding to specific campaigns. Call tracking benefits your small business because you learn how they got to you which helps to see what advertisements are working and which you should end. With the money you save you can continue to advertise in a way that is bringing you more clients. If a certain query is repeated frequently you can assign teams for the best customer support
Better marketing campaigns
With call analytics, you can put a specific number on landing pages and measure conversion rates via calls/inquiries. This helps your business because it lets you know where to focus your marketing efforts. It shows you where you have the most traffic, the most calls, which helps decipher the efficiency of certain ads and allow them to be more cost-effective.
Call analytics offer a wealth of benefits for small businesses to help better areas of customer service and marketing. Allowing you to stay informed and in control of your small business. With this valuable data, your business can start to find weak points to better operations and achieve greater financial and operational benefits.
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