Predictive analytics for call center operations

An optimized call center is essential to any organization—especially for product-based companies offering 24/7 support to customers. With close attention to the year-over-year fluctuations, such as what time of the day service calls are received or what type of skills are required, your business can better strategize. Restructure operations and efficiently handle customers with consolidated insights from past and real-time interactions. Let predictive analytics determine the next steps to redefine existing customer service options.

Call center analytics use cases

Solutions - Call Center Dashboard - Future Trends

CALL VOLUME
FORECASTING

PREDICT SLA
BREACHES

FIRST CALL
RESOLUTION

MEASURE
CUSTOMER EMOTIONS

PREDICTIVE NET
PROMOTER SCORING

ENHANCED
CUSTOMER EXPERIENCE

CUSTOMER
SATISFACTION

CUSTOMER
CHURN

AVERAGE
HANDLE TIME

AGENT PERFORMANCE
OPTIMIZATION

UPSELL/REVENUE
COLLECTION

DOWNTIME/OUTAGE
ANALYSIS

Insights that help get to the root problem

ANALANCE SOLUTION :

Analance used survey data from customers to analyze the actual customer satisfaction rates with sentiment analysis, which turned out to be more accurate than just CSAT scores.

ANALANCE SOLUTION :

Analance optimized the efficiency of agents with insights from first call resolution, average handling time, and more by providing the right information at the right time.

ANALANCE SOLUTION :

Giving customers a personalized user experience is extremely effective because the turnaround and conversion rates would be much higher. Analance does this by identifying and recommending particular products and offers based on customer usage patterns.

ANALANCE SOLUTION :

Downtimes are always tricky. Customers may lose connectivity and support from customer care centers due to an increase in inquiries. Analance analyzes the overall impact through intuitive dashboards.

ANALANCE SOLUTION :

Insufficient staffing can have many adverse effects on customer care metrics, such as an increase in average response time and call waiting time. With Analance forecasting algorithms, the number of inbound calls can be determined and staffing can be planned based on real metrics for better results.

CASE STUDY

Avoid underestimating or overestimating call volumes with forecasting algorithms to improve customer experience

Challenge

Nothing spells bad service to customers more than when a service delay is experienced. This is a problem our Telecom client was trying to steer clear of: How to reduce the time it takes an agent to answer to a surge of customer service calls at a given time.

Solution

With 90 days’ worth of call trend data, Analance determined the number of expected concurrent calls during a time period and ensured that calls do not exceed a site’s capacity with Seasonal Decomposition as the algorithm of choice.

Make data-informed decisions with predictive insights

Identify Unhappy Customers

Identify unhappy customers

Identify indicators of customer dissatisfaction by intelligently analyzing call center data such as unusual silence, abrupt call endings, call misrouting, and untimely account closures.

Prevent Customer Churn

Prevent customer churn

Identify predictors of customer churn and gain control over influencers to enhance customer satisfaction, increase revenue, and better employee satisfaction.

Understand Sentiments

Understand sentiments

Identify customer sentiment influencers by analyzing social media data and improve quality of service based on real -time evidence instead of instinct-based decisions.

Build Meaningful Metrics

Build meaningful metrics

Identify, build, and monitor meaningful metrics related to call times and efficiency to tie them back to service quality.

Optimize Customer Service

Optimize customer service

Identify patterns in customer queries and reduce redundancies with self-service call routing and FAQs.

Better Resource Management

Resource management

Identify segments by geography, time, and channels to better assign agents based on meaningful insights.

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Why enable predictive analytics for all?

ADVANCED AND AGNOSTIC

Optimize decision-making and business processes with one analytics platform that scales from BI to Advanced Analytics. Reduce costs and the security risks of having multiple solutions.

PREDICTIVE AND ACTIONABLE

Out-of-the-box ML algorithms make it easy to explore data. Get visibility into future outcomes and extract valuable recommendations to inform business strategies.

AUTOMATED AND EASY

A simplified UI allows citizen data scientists to model and visualize data effortlessly. Discover patterns and find opportunities in your data using smart tools with built-in ML capabilities.

ENABLES AND EMPOWERS

Change how executives, analytics leaders, business users, and data scientists work with data. Reduce long hours and repetitive work that’s prone to error.

Solving complex problems with Analance

Analance empowers organizations across various industries and departments. Use data for storytelling that better communicates findings and opportunities to decision makers.

Explore with Analance

Analance is an enterprise-class, self-serve platform that helps users derive quality insights and make accurate, data-driven decisions. Learn more about Analance’s product specifications and how it can help your organize improve business outcomes, streamline operations, boost customer satisfaction, and more. Sign up for a trial or a demo session with experts, or request a custom quote or a proof of concept—and see Analance in action.

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