The most successful customer experience strategies are built around call data
Call analytics are useful; 83% of contact centres, for example, use those analytics to check the quality of customer interactions. Of course, that data can only be useful if agents can access it. Without the right tools, all that precious data goes to waste, as does that desire for a better customer experience (CX).
Gamma’s own Service Suite offering is designed to be a one-stop shop for our partner’s Microsoft Teams portfolio. These Teams-centric features help to get more out of Teams and deliver greater value to both partners and their customers. One of those critical components is Reporting & Analytics – the gateway to meaningful data insights.
Through Gamma’s own partnership with Akixi, extensive, real-time insights into call data are ready for our partner’s customers to use for their own CX goals. That data-based foundation only helps businesses go from one CX success to another.
Mind the reporting gap
According to Cavell, 49% of Teams telephony users have an interest in buying call analytics software. In the default version of Teams, there’s a gap that needs to be addressed when it comes to reporting. When key metrics can’t be tracked and acted upon, performance starts to slip and, consequentially, CX begins to suffer.
Businesses need to make decisions through facts and data rather than assumptions and gut feeling. Customer needs must be fully understood to help shape a more complete CX strategy that translates to higher retention rates and increased revenue. There’s a fine line between success and failure when it comes to CX.
Considering that approximately 80% of customers would switch to a competitor after a few bad experiences, call reporting has never been more important. That gap turns from a small inconvenience to a gulf of grand proportions.
It’s a stroke of luck then that the gap can be addressed through Service Suite’s Reporting & Analytics functionality.
Getting to know Reporting & Analytics
CX Analytics for Teams can help our partner’s customers get access to the data needed to take CX further. Both real-time and historic reporting allows these customers to get deeper insights into that call data. Staying on top of key metrics, such as call abandonment rates and call waiting times, means those customers can identify areas of improvement for front-line agents.
Those reports on agent and call centre performance can be further analysed to help shape that CX strategy. Once identified, customers can begin to make improvements to the way calls are handled. Those abandoned call rates, for example, can decrease by 40% thanks to in-depth reporting.
All that call data can be displayed in a customisable wallboard built to track call performance. Having that clear, manageable way of analysing call data is essential for a stronger CX strategy. Navigating through data always feels daunting, but when presented in the right way, it doesn’t have to be.
When that kind of reporting capability is introduced, our partner’s customers can:
- Stay informed about voice KPIs with insights and real-time visibility into call centre operations that influence data-driven decisions.
- Increase customer retention by delivering an excellent customer experience that fosters loyalty and trust.
- Improve customer experience through increased productivity and balanced workloads, which also guarantees employee well-being.
- Boost revenue, thanks to capturing any missed business opportunities that increase sales and drive more revenue.
- Enjoy better team performance insights with qualitative information that provides a deeper insight into performance versus standard customer reviews.
- Raise customer satisfaction levels by making sure calls are dealt with quickly by the appropriate team, improving SLAs and customer sentiment metrics.
There’s plenty to know about Reporting & Analytics in Service Suite, but allow us to explore those features in greater detail.
The key features
We’ve roughly covered what features make up this part of Service Suite, but it’s better to cover them in full. After all, we really want to hammer home the point on how crucial call data is for those CX strategies.
Take those dashboards and wallboards, for example. 67% of senior managers don’t feel comfortable using data from their existing toolset, meaning that it must be presented in a more manageable way. Customising those dashboards keeps vital information at agent fingertips, allowing them to make those data-based decisions, while leaders gain access to live data on call queues and other KPIs.
The number of reports that can be accumulated is also quite astounding. Those unreturned lost call reports help agents miss up on any missed opportunities that not only underline excellent customer service but uncovers potential untapped revenue as well. One returned call goes a long way.
Access to call log history and any information around dispute resolution can ease any friction with processes, teams or individuals themselves. A clear overview of the full customer journey is essential for that happen, or else problems will persist. In the long-term, that can only lead to a decline in overall CX levels.
Reports around call volume and queue data gives a clearer picture on how well a team of agents are performing. Identifying high demand periods means staffing requirements can be shifted to meet that increased demand, while addressing ‘pinch points’ that provide a better overall service level. With agent turnover at around 26% annually, taking care of agents themselves is vital to improve their own well-being and counteracting those high turnover rates.
Any reports on both users and auto attendants are critical when making sure they’re performing as efficiently as possible. Alongside active call reports, monitoring live activity helps to identify any break in service that requires immediate action. Again, it all helps towards that goal of optimising your customer’s CX strategies.
Real-time or Historic?
Real-time data is great, don’t get us wrong, but one shouldn’t dismiss the power and potential of historic data. That archive of past interactions shouldn’t go to waste, especially when trying to improve CX. You never know what kind of wisdom you can find when that data is analysed and reported properly…
CX Analytics supports two main licences, Real-Time and Historic, with both offering supervisor licences for a holistic view of all users.
But which licence is the right choice?
For those businesses with low inbound call volumes and no dedicated customer-facing teams, a historic licence is the best fit. All line managers and their employees need are a simple call log that helps shape their activities for the day. These businesses will be the ones offering low volume, high margin services.
Real-time licences are best suited for businesses with high call volumes, even if their employees aren’t dedicated agents. Managers want that real-time view of calling operations and complete visibility of how their team is performing. Those real-time feeds, wallboards and dashboards are key for staff when looking to improve their overall performance.
The glaring gap of real-time data analytics in default Teams telephony makes a real-time data feed that much more attractive. That real-time feed starts populating 1-2 seconds after an event occurred, allowing agents to act on data even while a call is still ongoing. Insight dashboards are then further enriched through a historic data feed.
Regardless of licence, no additional cloud infrastructure is necessary. In fact, as a cloud-based service, CX Analytics doesn’t require any of the steep capital expenditures commonly seen in those traditional hardware platforms. Cloud-based solutions tend to deliver an average ROI 1.7 times greater than on-premises solutions, which is certainly a plus for any business.
We thought it was worth mentioning, anyway.
The joys of data-driven CX
Gamma’s Service Suite offering is built to take Teams further, and those data insights are integral to improving that experience. That gap in call analytics shouldn’t be left unaddressed, especially when market-leading CX is at stake. Our partners have the perfect opportunity to present their customers with a complete Teams product.
If we wanted to summarise the key takeaways of Akixi’s CX Analytics for Teams, we’d say that it’s built to:
- Provide quick and simple customer provisioning
- Deliver real-time or historic call analytics and insights
- Guarantee a Microsoft Teams native experience
For anyone wanting to do more with their data and deliver better CX, then call reporting and analytics functionality is beyond valuable. Trust us on that one.