Using Real-Time Analytic Tools to Hook Up With the Best Call Center Software Vendor
While real-time analytics are essential components of a call center, you can also use your analytic reports to determine the type of call center software vendor you’re dealing with. Yes, your vendor’s software is great – it has already boosted sales turnover and decreased churn rates in ways you can’t imagine. Vendors deploying call center software are good in management, and after years of research, most of them know the tweaks that scale up conversions and customer retention rates.
What you don’t understand is that most of them lay focus on short-term and mid-term success. They design software that has the propensity of delivering wonderful results at the beginning and ends up with exponential deliverables.
The Game Changer
Analytical tools are changing the rules of the game – you can now boldly reprimand the vendor if their KPIs do not measure up to the expected standards. The surest way of gauging the abilities and the credibility of your top call center software vendor is examining the output of their analytical tools. Does the tools’ forecasts tally with what you actually get? Alright, it doesn’t have to tally, but it should have a small margin of error. When the company says they’ll provide a virtual system that will increase ROI by 30% and by the mid-term your company is struggling to reach 10% growth, ask your vendor what went wrong.
Ask them why is your call center not improving yet you’ve employed all their stated strategies. Real-time analytics and reporting software are interactive, and it allows you to add more parameters to get more accurate results. If you’ve included all the parameters in the algorithm and the forecasts are still far from reality, then your vendor cannot be trusted.
Service Level Operations
For optimal service level operations, your analytics tools should be able to store real-time data efficiently in your database systems including the cloud. Besides that, it should generate hourly reports to enable your team to gauge their performance and adjust for sudden changes in call volumes. Staunch data vendors for call centers provide options for backing up your analytical data in the cloud for free.
Because some reports may require further decoding to get a true meaning out of them, tried-and-true call center software vendors will stop at nothing to ensure they assist you to understand what the reports mean for your call center. Great analytical tools are integrated with scientific and statistical algorithms that help create reports to precision.
As elaborated above, some analytical results need interpretations. When the reports come with results such as P< 0.22 or Chi > 1.4, you need immediate support to understand what these statistical symbols mean. Your contact center software vendor needs to eliminate the irksome ticketing processes that may delay the support process. What your business needs are a real-time help.
Additionally, the call center software vendor’s analytical tools should be compatible with other systems in your company – that’s it should have the capabilities of an omnichannel system.
Probably, you’re tired making a call center vendors list every time because you can’t really make up your mind. As Nectar Desk, we’re determined to providing you top tier call center solutions. With experience and proficiency in analytics, we’ve even raised the status quo by partnering with industry leaders like Genesys to ensure you get nothing but the best. For exquisite call center solutions, just contact us, and we’ll be glad to help.