4 Ways Data Science Can Change Call Center Strategies

Mavis LohUncategorized

“Your call may be recorded for quality and training purposes”

Does this sound familiar to you? Needless to say, the meaning behind those words has evolved over the years. With the rapid evolution of technology and data science, call centers now use artificial intelligence (AI) to record data about everything – from speech patterns to the caller’s tone. With the enormous amount of data available, this presents itself as an opportunity for businesses to learn about their customers and grow. Here are 4 ways data science can revolutionise call center strategies.

1. Improving Tone with Speech Analytics

Gone were the days were call center agents answered the phone was to do so with a smile to ensure a positive tone when speaking with customers. Today, organisations are making use of voice-analysis software to help amplify these practices. By using speech analytics, businesses are able to monitor the tone of both call agents and customers. For call center agents, it helps to identify when they have a slip in tone and prompts the agents to remind them of their tone. Alternatively, it helps suggest taking a break. Additionally, these data can also monitor the customer’s response. Speech analysis technology can detect changes in the customer’s tone to indicate if they’re responsive or frustrated. This can then help agents recognise and work towards a solution accordingly.

2. Improving Accessibility with Omni-Channel Usage Statistics

In order to enhance customer service, you need to be at where your customers are at. This includes taking an omni-channel approach to service your clients. Using data and statistics provided by the omni-channel can help you connect with customers in the best way for them. These data points can tell you how many customers prefer to reach out to a customer service via text messaging, Facebook or phone calls. You can then use this information to streamline your efforts and put your focus where it matters the most. Using the right omni-channel software for your business can also help you with call routing and enhance workflows efficiency.

3. Forecast and Reduce Waiting Time

By using data analytics, you will be able to forecast periods of increased traffic and plan your call center headcount strategy accordingly. These tools will help you ensure that you have sufficient people at the call center so that your customers aren’t getting frustrated by the loooooong wait times. On the other hand, this also helps you ensure that you are not paying your call center agent to idle.

4. Incorporating Self Service with Categorisation

Customer today are becoming more empowered to engage in self-service task. For instance, customers can change their information and track orders without having to call in or wait on a digital response. This means that your business will require fewer resources servicing calls, and response times are greatly reduced – a win-win approach for everyone! Therefore, by using categorisation tagging to identify why people are contacting your business allows you to explore self service options to suit their needs. These changes might take planning and monetary investment to implement, but the ROI will be worth it.

Use these four call center improvement strategies to make data-driven decisions that streamline your business and improve profits.