What Call Tracking and B.I. Do For Your Business
Check out this post to learn how combining business intelligence through a smart call tracking software program can help you improve your business.
Check out this post to learn how combining business intelligence through a smart call tracking software program can help you improve your business.
- TAGS
- calltracking
You also want an ePaper? Increase the reach of your titles
YUMPU automatically turns print PDFs into web optimized ePapers that Google loves.
<strong>What</strong> <strong>Call</strong> <strong>Tracking</strong> <strong>and</strong> B.I. <strong>Do</strong> <strong>For</strong> <strong>Your</strong> <strong>Business</strong><br />
<strong>Business</strong> intelligence is the process of bringing available data together to learn more about a business<br />
<strong>and</strong> the customers it serves. It’s an essential tool in the 21 st century.<br />
<strong>What</strong> You Can Learn from a <strong>Call</strong><br />
Phone calls from customers provide essential information, but many businesses fail to realize this. <strong>Call</strong><br />
tracking software enables your company to start effortlessly listening to calls to identify customer<br />
patterns <strong>and</strong> agent training opportunities.<br />
Purpose of <strong>Call</strong> <strong>Tracking</strong>
<strong>Call</strong> center agents often feel suspicious of call tracking at first. They assume you as the employer are<br />
trying to learn information to use against them. It’s better to frame it as trying to be helpful rather than<br />
heavy-h<strong>and</strong>ed. Listening to the calls ensures that each agent has the information <strong>and</strong> support needed to<br />
provide helpful, friendly service to every caller. You have no way to know if this is happening unless you<br />
enable call tracking software. The program available from <strong>Call</strong> Sumo also records speech patterns to<br />
better assist you in monitoring conversations that take place between customers <strong>and</strong> agents. This<br />
further allows you to measure individual performance <strong>and</strong> overall customer satisfaction.<br />
<strong>What</strong> <strong>Do</strong> Customers Respond to the Best?<br />
Every customer is unique, which means that he or she will respond well to some pitches <strong>and</strong> not as<br />
favorably to others. Some may read something into tone that the agent never intended. Our call<br />
tracking system provides agents with the most useful <strong>and</strong> favorable phrases to elicit the type of<br />
response they expect. Knowing how to speak to a customer in the way that he or she prefers allows your<br />
agents to repeat the same types of phrases <strong>and</strong> voice tones the next time that person calls.<br />
<strong>Call</strong> <strong>Tracking</strong> Provides a Permanent Record<br />
Disputes happen. A customer will insist he or she said one thing when your recording proves otherwise.<br />
This tool comes in h<strong>and</strong>y to resolve disputes as quickly <strong>and</strong> as amicably as possible.<br />
<strong>Call</strong> <strong>Tracking</strong> Software Picks Up <strong>What</strong> Humans Miss<br />
After <strong>Call</strong> Sumo’s software program records <strong>and</strong> reviews all phone call data, it forwards it to a human<br />
being for review. That person then analyzes the data <strong>and</strong> uses it to improve the business. <strong>Call</strong> tracking is<br />
only the first step for a company wishing to make use of artificial intelligence. After collecting the data,<br />
the people in charge of it can set parameters to find even more detailed information that they would<br />
not have picked up on their own.<br />
How to Use the Gathered Intelligence<br />
One of the most useful ways for companies to use information gathered from artificial intelligence is to<br />
improve scripts that they use on future phone calls. Additionally, following up with customers who<br />
expressed a complaint needs to happen promptly. A poor way to use data gleaned from call tracking is<br />
simply to eavesdrop on conversations that don’t pertain to the business in any way.<br />
Contact <strong>Call</strong> Sumo today to learn more about collecting business intelligence through our call tracking<br />
software program.