Customer service is the cornerstone of your business’s success. It’s also the key to keeping the customers you already have.
In fact, companies with a thought-out customer service approach enjoy a 92% retention rate.
If the bulk of your customer service efforts is in the hands of a call center, it’s important you make this operation as efficient as possible. To do this, you need detailed information about what’s going on behind the scenes.
Utilizing call center tracking is the best way to get this data. Implementing call center tracking software will help show you where improvements need to be made. The result is a better customer experience.
Monitoring your call center can help your business in a number of ways. Read on to learn more!
1. Understand Your Revenue and ROI:
Knowing what products and services are driving revenue is important for any business. It allows you to make decisions about future products and improve ones that aren’t doing so well.
By tracking your call center, you know what customers are more excited about and what they find troublesome about your products. You’ll be able to see the source of each call to get a better grasp on exactly where most of your profit is coming from.
This data will also help you understand what your return on investment is for the marketing campaigns you’re creating for each product. Where your calls are coming from clues you into which advertising channels are working.
Tracking call center metrics makes all this very easy. Detailed reports from your tracking software will lay all this out in an easy-to-read manner.
2. Measure Adherence to Scheduling:
A huge benefit of tracking your call center is a better understanding of the KPI (key performance indicator) of your customer service reps. This information will help you streamline your call center scheduling.
You may be asking yourself how this works. Well, you can monitor inbound and outbound calls, the average length of calls, and the location of inbound callers. All this helps you improve in-house scheduling and reduce the chance of calls going unattended.
You’ll also be able to measure the productivity of each rep. You’ll then know if your call center isn’t robust enough and if certain employees are causing bottlenecks.
All this information helps call center managers create a more well-oiled, effective operation. It also greatly helps with optimal shift scheduling so customers are more efficiently serviced.
3. Refine Marketing Strategies:
Detailed call monitoring provides invaluable information about your customers you wouldn’t otherwise have access to.
Such information includes customer loyalty, purchasing trends, and who your potential customers are. Think of call center tracking as a way of becoming more familiar with your target audience.
All this information allows you to make changes and strategize future marketing efforts. It can also give you some insight into which strategies you should do away with.
Your marketing team can use this information to focus their efforts on the right channels. They’ll also be able to better understand the strengths of your products and services and emphasize them in advertising campaigns.
All this will have a positive effect on your overall revenue and help maximize your ROI.
4. Recording and Routing Calls:
Call center tracking software provides the capability to record calls between your reps and customers. This feature can help in a number of ways.
First, you’ll be able to get a firsthand account of what problems customers are having with your products and services. You’ll also be able to tell which products consumers like the best and what elements of your product are the most desirable. This data will allow you to refine your product and make more informed decisions on future designs.
Recording calls will also help you determine which employees need further training and which have the potential for promotion.
Tracking software will also help in figuring out kinks in your routing procedures. This is important, as misrouted customer service calls can lead to a loss of existing customers.
5. Improve Your Quality of Service:
One of the biggest benefits of tracking calls is the effect it can have on the quality of customer service you’re providing. You’ll be able to pinpoint exactly where setbacks occur in your current operation and remediate them.
Find out how easy it is for callers to reach a solution to their problems. If the process is difficult, you’ll need to take means to streamline it.
You can also see what the average wait time is for callers. If you notice customers abandoning the call because of long delays, you know you have a problem. This is where you can use caller id reputation to filter out the callers whom you must prioritize to make the most out of the conversion.
Are you seeing missed calls or routing issues? You may need to beef up your staff or reposition certain employees. You may even find that a virtual receptionist service would benefit your operation.
Whatever solution is right for you, call tracking services can expose areas that need improvement.
6. Cut Down on Employee Turnover:
A high turnover rate causes a loss of time and money.
When you track your call center, you’re able to fully understand the skill level of each employee and the overall morale of your department. You can then make changes to your training protocol.
It also provides an opportunity to appropriately place employees in roles more suited to their strengths. All of this makes for a much healthier work environment. It also creates a more rewarding experience for each employee.
These things are key to keeping your turnover rates low.
Boost Your Customer Service with Call Center Tracking:
Knowing what’s working and what’s not is the first step in creating the best possible customer experience for your business. Implementing call center tracking can allow you to undercover information about your operation so you can make educated improvements.
Call tracking software has come a long way and now offers many features that can help you streamline your customer service process. Look into implementing it for your call center and let your customer experience evolve.
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