With Invoca's AI call center tech, you can uncover previously alien inefficiencies in your call center operations. For instance, with a simple, predictive analysis of call volume trends, you can instantly understand what times of the day your call center requires maximum staff and when you need fewer agents, and all of these elements will comply with a good sales strategy and marketing plan.
The same is true for days of the week (e.g., Do we need more or less staff at the call center on Fridays when weekly employees are paid?) and public holidays (e.g., 4th of July or Christmas Day?). Such predictive analysis of call data can help call center managers optimize staffing and payroll to save costs.
More strategic staffing strategies for the call center are just one way to increase productivity. Efficiently routing calls to reduce transfer rates keeps agents in touch with customers on the phone and reduces their time to answer calls. An independent research report shows that Invoca can reduce transfer rates by 90%.
Improving agent performance through targeted coaching is another. And Invoca's Active Conversation Intelligence platform can be an essential tool for identifying specific areas where individual team members can improve their skills.
A favorable customer service experience makes ninety-one percent of customers more likely to make another purchase. Customers might have a negative experience with your organization if they are kept on hold for an extended period of time, have to explain an issue to many agents, and are dissatisfied with the result.
Call center analytics gives service teams authorization to access the critical data and insights they need to work faster, be more innovative, and improve customer relationships. You may take action to address issues at your call center after you understand when and if they arise. For example, if you can monitor your call traffic data by hour, you may take action to ensure you have adequate personnel levels during peak periods to reduce or even eliminate client hold time.