The BPO is one of the most financially smart decisions a business can make due to several factors. However, some businesses still worry about trusting complete strangers which is quite understandable. Fortunately, technology has come up with a solution to put an end to all of a business’ concerns.
Here is the role call analysis software play in bettering the BPO industry:
Helps in Coaching Call Center Agents
With call data analysis, you can identify the strong suits of each agent in your call center, and the weak points, too. As we’ve said before, analyzing a call means that you’ll be taking a closer look into an agent’s performance. Then, you can pinpoint exactly what they do wrong, or what they do right, and coach them or reward them accordingly.
Analysis can tell you why a certain agent has been having a bad time lately. Maybe they’ve been constantly getting calls from people asking for refunds; which happens to be an issue they’re not good at handling. It has often been the case for some businesses that a couple of months in, they find out that their outsource has little knowledge about the products. Without call data analytics, only a fake phone call can get you that type information. Then you can easily fix the problems you face.
Helps in Improving Overall Service Quality
Not only does it help in bettering call center agents, it also helps in bettering your business. Having a call analysis software that you can integrate with other software that you use can make self-improvement so much easier for you. You’ll be able to easily develop your products and services to cater to certain demographics. Not to mention, you’ll be able to provide a whole experience for your customers; from easy purchasing to helpful customer service, by streamlined data transfers.
Helps Better Understand Clients
Understanding the customer has always been and will always be the main aim of any business. When it comes to outsourced services, what call centers can do to help you understand your clients is quite limited. They don’t know your need or wants, and they’re not accustomed to the way your usual customers think; in other words, they’re not specialized.
In order for them to become more specialized and for you to understand your customers even better, you need call analysis software. Why? Simply, because it helps in monitoring your call length, providing transcripts and detecting patterns related to consumers. For example, through analysis you get to know first-hand what most of your clients are interested in purchasing. While an outsourced call center job is not to prepare reports after each call, call data analysis removes the need for a report. After all, you’ll be getting a direct insight into the mind of your customers.
As you may have noticed throughout the article, the problem with the BPO industry is that the amount of control a business has on an outsource is too little. While outsourced processes save you the taxes and the expenses, you may end up compromising the quality of service. Here is where call analysis comes in. It helps give you back some of the control. If you use it right, you may not need to compromise that much on quality.