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
Insights that help get to the root problem
Avoid underestimating or overestimating call volumes with forecasting algorithms to improve customer experience
Make data-informed decisions with predictive insights
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
Identify predictors of customer churn and gain control over influencers to enhance customer satisfaction, increase revenue, and better employee satisfaction.
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
Identify, build, and monitor meaningful metrics related to call times and efficiency to tie them back to service quality.
Optimize customer service
Identify patterns in customer queries and reduce redundancies with self-service call routing and FAQs.
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?
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.