Building Better BI Using Call Monitoring for Customer Service Analysis
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Building Better BI Using Call Monitoring for Customer Service Analysis

November 12, 2013 by Morgan Pulitzer

One of the many benefits of call monitoring is the ability for  customer service analysis. Finding out how your customers are treated, how they react to special services, and how well your staff handles customer complaints are all detrimental to your business’s success. Building usable business intelligence through call monitoring can be a low cost and hyper effective strategy for ensuring customer satisfaction.

Discovering the “customer voice” is essential for marketing as well as successful customer service analysis. You can gain invaluable information just by tapping into the customer experience of potential and existing clientele. The lingual “body language” of a customer can give you the inside track on how customers react to your current techniques allowing to alter and hone staff selling strategies and complaint resolution techniques.

By deciphering the customer voice, your staff can easily determine which approaches work and which fell short. By Capitalizing on the knowledge you gain from this analysis you can help staff further develop their strong points. There will no longer be a question of which customer service methods work best, you will have the hard evidence you need to properly train staff; preparing your employees for success. You will have a distinct view of staff performance using comprehensive BI solutions delivered by call monitoring.

Special or exclusive offer program success can also be determined through call monitoring. Discovering how a customer responds to special offerings can help you determine if these programs are succeeding in the minds of your clientele. The customer reaction is clearly illuminated using a call monitoring system..

For more information on how call monitoring can help you improve the overall customer experience  contact  the experts at CallFinder. Their team of professionals can help you set up a monitoring system that suites your firm’s unique needs.

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