For a business to achieve success, they need to study caller analytics. It doesn’t matter if you are a large or small business, monitoring the customer experience via the phone is vital. If you know how to best utilize caller analytics, they can prove a large help. If you study the numbers, you can gain a better picture regarding how long your customers spend on the phone, wait times, time of day, and location. When you combine that with your customer engagement numbers, you can craft a much more effective marketing strategy. If your business relies on phone sales, caller analytics are especially valuable in determining your top/bottom performers and gain a better idea of how many conversions you achieve from inbound and outbound calls. Below are some of the best reasons to study your business phone system analytics.
A Better Calling Experience
Customer service is one of the most noticeable areas in which analytics can help your company. This type of data is especially suited well for any company that specializes in tech support or call centers focused on customer service. Sales managers can deduce helpful consumer patterns by using call length and response time metrics. Therefore, you can see which of your representatives are doing well and which need some help.
Handling Seasonal Highs and Lows
Many businesses experience seasonal spikes. If you have exact data on these different timeframes. Thus, if you have this information at your fingertips you can be aware of:
- How many people are calling you
- Wait time of each caller
- Caller geography
- Biggest call volume time of day
- Call duration
When you have call information handy, you can use it as motivation for your team members. If you can set strategic goals, you can also help build trust and foster open communication within your company.