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Monitor Contact Center Metrics with Speech Analytics


There are many important metrics to track when you manage a contact center. In this post, we’ll cover four of the most important ones.

1. Customer Satisfaction

How happy your customers are can make or break your business. After all, in this age of online communication through live chat, social profiles, and instant messages that go viral on Twitter with one hashtag, a lousy experience with your business is known immediately.

With the latest automated call quality monitoring solutions, you have the ability to monitor customer experiences in near real-time and reverse any bad experiences before a customer has the chance to tell others. Turning a bad experience into a good one can even sway that customer into giving you a positive review for the world to see.

2. Average Handling Time

This is a simple measure for contact center managers to keep a pulse on the level of efficiency within their department. With simple snapshot statistics, any department within a business can monitor how long it takes for agents to address common contact center/customer scenarios.

This metric enables a business to more accurately forecast the number of agents they need on any given day, time of year, holiday rush times, and more. And, budget projections can be adjusted accordingly, making overall operations more efficient.

3. Marketing and Advertising Effectiveness

Call monitoring software can help your marketing department measure campaign effectiveness based on direct customer feedback, elevate brand awareness, identify successful promotions and home in on customer preferences. All of this data and knowledge will improve agent performance and increase awareness of the overall business and marketplace trends. Ultimately, this will increase the effectiveness of your marketing strategies to grow your business.

4. Script Compliance

For many companies with internal contact centers, and those with outside third-party contact centers, following a script is key to making a sale or troubleshooting a customer issue. A business could be at significant risk if their agents fail to follow a company-mandated script. At the same time, the company could face issues with customer satisfaction and efficiency of call handling procedures.

Disregarding a single non-compliant call with a customer can lead to expensive litigation and the loss of a customer’s trust.Monitoring calls with speech analytics software provides an affordable way to ensure script compliance, providing reassurance that frontline employees adhere to company rules and regulations while speaking with your customers.

Make sure your company is monitoring these four important metrics!

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