When examining how business intelligence and call tracking or monitoring tie in, it is important to first understand what business intelligence really is. There is a great definition of this term provided by webopedia.com,
The term business intelligence (BI) represents the tools and systems that play a key role in the strategic planning process of the corporation. These systems allow a company to gather, store, access and analyze corporate data to aid in decision-making.
How Call Tracking Gathers Data
The data that can be collected by call tracking is almost limitless. With the amount of phone calls that come into a given call center, it is pretty easy to see how and why these calls should be collected. There is just so much free data being given away on those phone calls. If the company is not collecting this data, then they are simply not monopolizing on one of the most important pieces of information that is available to them.
How The Intelligence May Be Used
The business intelligence that is gathered by companies through the phone calls that they receive needs to be used right away. It can be used by collecting information on what certain demographic groups are calling about. It can also be used to determine who the average caller is and what kind of questions they may pose.
Is It Worth Your Time?
The answer to this is yes, and yes without a doubt. There is no reason to feel that you should not use the data that you have freely coming into your company. That is the whole point in having that data in the first place. Since the data is being used to improve the experience that the customer receives, there is no reason to feel that you should not be using this data.
Contact us for more information on call monitoring and why businesses are using it more and more.