If you’re reading this, you probably already know that excellent customer service is the key to a successful business. What you may not know is how customer experience analytics from call recordings can give you an edge over your competitors, starting with the experience you provide for customers.
Call Recording & Monitoring Tools
Call recording is fairly common now and standard practice for many businesses. When you add the ability to play back customer conversations through an easy-to-use online interface, you can gain a wealth of information on your customers. The most important of which is getting a pulse on the customer experience.
But you can gain a lot more than CX insights with an automated call monitoring solution. And that’s what we’ll cover in this post.
What is Customer Experience Analytics?
In a word, customer experience analytics is the collection and assessment of customer interaction data, which is typically obtained from recorded phone calls within a contact center or call center. However, companies can also derive this data from other sources, such as customer emails, chats, and even social media posts. For our purposes here, we’ll focus on CX analytics that you can gather from existing call recordings.
We’d also like to point out that CX data should be readily accessible and presented in an easy-to-digest way. This helps businesses easily make more informed decisions regarding customer service training.
CX Analytics & Employee Training
Customer experience analytics can be used as part of training programs to illustrate common sales scenarios and how to overcome customer objections. Information gathered from your recorded calls will help you identify sales and customer service techniques to increase customer satisfaction levels, and therefore, customer loyalty. Ultimately, this will help you reduce customer churn.
Improving the Customer Experience
While call monitoring can be a significant motivator for agents to consistently perform at a high level, you ultimately want to improve CX. You can do this with automated tools, such as call transcriptions and agent scorecards. Transcribing and analyzing recorded calls reveals areas in which agents need more training on particular products or services. This will ultimately help your agents handle customer inquiries more effectively and efficiently.
Speaking of efficiency, this is one of the biggest gains from using CX analytics. Far too many businesses rely on manual call monitoring, which is incredibly inefficient and ineffective. Imagine how many hours are spent listening to call recordings to assess how long and how often your agents place customers on hold, how many times the call is transferred, and how the customer feels at the end of the call.
Having access to data that’s automatically processed will help you improve call-handling procedures and business processes. All of this leads to improved efficiency when handling customer calls, and, therefore, a much better customer experience.
Monitoring Your Competitors
Monitoring your agent-customer interactions can provide a wealth of business intelligence, including information on your competitors. Reviewing these calls for competitor mentions will help you keep a pulse on what is happening in your market. You can then take action – whether through improving products or pricing reviews – using information gathered automatically with tools from 800response and CallFinder.
Customer Experience Analytics in Action
By listening to the voices of your customers, you will better understand your customers, your employees, and your position in the market. We know this because the 800response customers who use our customer experience analytics tools have access to the call recordings of every incoming phone call. This gives them 100% visibility into their customer interactions.
Contact us today to learn more about our customer experience analytics tools, or request a 15-minute demo!