Business intelligence software become an amazing tool for various businesses. With the help of business intelligence, it is possible to stand out from your company in the market. But a question was raised in my mind. Why was this technology ignored? While the call center handles a large volume of calls and needs to assist their customers in an improved approach business intelligence software supports a lot to raise the efficacy of the call center organization.
By utilizing business intelligence, significant information can be gathered.BI change the method of collecting and organizing the data. In the past decade, the call center collects and organizes the data with the help of a spreadsheet while BI (Business intelligence) offers call center managers an entirely integrated, automated tool to proficiently present information on precise metrics like team efficiency, organization profitability, and agent performance.
Business intelligence understanding
The call center industry gathers a large volume of data. Listening to the name of business intelligence the one thing that comes to mind is that it is a leveraging of software as well as services to transform data into actionable insights as an umbrella term. Moreover, these insights are beneficial to an organization’s planned decision-making. This tool takes data sets as well as analytical conclusions that are found in summaries, dashboards, reports, maps, and graphics. After that provide businesses with detailed intelligence regarding the inner working of their business.
Working Definition of Business Intelligence in Call Center
Business intelligence is the combination of data tools, data mining, business analytics, and infrastructure. Other than that, best practices help the organizations to make informed by data-driven decisions. So, you can say that BI is the value that is produced with a deeper understanding of the data of their business.
Difference between traditional and modern Business intelligence
The term “Business Intelligence” was first introduced in 1950 when an IBM researcher named “Hans Peter Luhan” published a business intelligence system. According to this research, BI is defined as the ability to capture the interrelationships of presented facts in such a way as to guide action towards an anticipated goal.
At the beginning of software development, the power of giving valuable analytics was entirely dependent on IT teams.IT works have technical knowledge as well as access to the data that is required by decision-makers. However, this dynamic was a direct barrier to real-time reporting.
As developing technology and software developing the business intelligence software is the best and high quality for industries that increase the business efficiency as well as enhance the business productivity. So, many big organizations utilize this in their business to monitor their employees and improve their results. In modern days the focus of business intelligence is on self-serve analysis pitched toward decision making via business intelligent reporting.
With the introduction of this technology, IT teams have reduced their burden. Companies want to interact with the intuitive system to analyze business data quickly as well as effectively implement the strategy. This tool makes the organization system fast and secure. Gather the data safely and make decisions accordingly.
How business intelligence boosts the call center efficacy
Customer support is the most important part of a call center organization that’s why Business intelligence becomes essential for improving customer support in the call center. This solution takes various forms in the call center. However, the most common strand is their ability to induce actionable insights from amounts of information in mere seconds. These competencies positions BI (business intelligence) as a thrilling tool for call centers observing to expand clients’ satisfaction levels as well as increase operational efficacy. Here are different ways that impact the call center productivity:
Most of the employees consider some times of the day are their productive hours. In these hours they complete their work with high motivation. They protuberance themselves into types such as early birds and night owls. Thanks to the call center business intelligence because through this intuitive knowledge receive some measurable seriousness. The data of the BI reveal those hours when agents work with their best. Due to this data agents don’t turn into automation relatively supervisors and managers employ it to schedule tasks during peak productivity time frame, the time when agents are done their work on the top level. This is very effective to manage the time as well as evaluate the quality time.
No more data entry errors and fraud
Organizations are worried about data entry and fraud as a part of their regulatory compliance efforts.BI in the call center minimizes this worry and no more data entry errors providing always-on oversight and safeguard. Let’s consider an example:
Call center business intelligence can recognize when agents are more inclined to errors. This error occurs when agents skip their break, their shift near to end or continue a faulty process. Business intelligence in the call center encourages compliance and honesty because agents are knowing that their work is monitored and analyzed on daily basis.
Process deficiencies detection
As all, of us know errors occurred due to some inefficient process. While employing the business intelligence in the call center get the opportunity to “sleuth” out these processes by asking: is this working? Rather than qualitative assessments using data and providing the answer. This pattern detects whether the process works or not. The best thing about this kind of detection is that it can be applied to the present-day process as well as hypothetical ones. Moreover, in this way, a new process is not rolled out in the company.
Diminish agent depreciation
Call center organizations tend to be high turnover rates. With business intelligence, this number minimizes via assessing when anyone leaves the organization and why leave this. Besides this, its data also determines the cost. This cost is not for hiring and training a new call center agent as well as losing a current one. However, BI offers the overview and close-up of an agent depreciation. It recognizes the cause and effects. After that, this information can be used for developing a strategic action plan. This includes different items such as hiring, changing backend processes, offering opportunities.
Utilizing business intelligence in the call center proves that teamwork and collaboration enhance productivity. Working together makes it easy to handle large call volumes as well as resolve complex issues. Agents feel better at the end of the day when they complete their work as a team. Additionally, staff become more aware of their employees and give value when they analyzed their teamwork and collaboration. This valuation doesn’t come solely. Data reveal how one person’s work affects another person. Collaboration helps people to understand other problems because they all get the same goal that’s why trying their best to resolve any complex issue. Moreover, monitoring calls and tracking transferred is an excellent starting point for observing the effect of teamwork on client satisfaction and agent efficacy.
Develop better communication between customers
Business intelligence can also use for improving customer communication. Managers, agents, and supervisors monitor and analyze the recorded calls agents’ tone, etc. They analyze all kinds of intelligence. Other than that, they can discover client transactions as well as the historical pattern of their behavior to forecast a better future.
The togetherness of the call center and big data increase the call center results. So, it is time to invest competence because it is too gainful to agent productivity.
Advantages of Business Intelligence in Call Center
Through deeper understanding and getting more knowledge about intelligence, you can make now real business decisions based upon a multitude of data points. You can provide actionable data insights directly to the agents. Moreover, data visualization tools help to analyze the agents and this thing drives higher productivity. Real visibility in the quick and intuitive dashboard to assist make your agents more responsible. As well as managers focus on the key criteria and improve the business revenue.
Companies bonds their data from accounting software, human resource department, and call center to discover new and unique trends. For long-term data analysis, you may require expensive agents are accomplishment not good on certain KPIs than lower-paid agents. You can interpret that it is the newer channels that are affecting your long-term agent’s performance. Moreover, this would permit the companies that they make their decisions on a logical basis. Train their agents that how they communicate with cross channels. Shifting focus on new channels rather than chat and email. As a result, you can say that business intelligence tools are capable you to avoid making intuitive decisions and start making logical and solid decisions. This solid decision is made based on data. Business intelligence software and data visualization must have employed in our call center organization to raise the business and satisfy your customers.
BI software considerations
Before considering the BI (business intelligence) in your industry you must map out all factors. You must understand how to get all data from its existing location to the business intelligence platform. As well as you can also figure out your company targeted KPIs that are your priority to implement. When you implement the priorities then set the goals that get data via different sources to give you true visibility into your complete performance. Here are some factors that you consider:
- Understand the type of deployment. Which one do you require hybrid or cloud? As well as where does your data need to reside.
- Select appropriate tool. Decide that you use the tool for the call center or the whole organization. Other than that, one thing keeps in mind the general tools are better for customization as well as these are caused to enhance the implementation timeline and cost.
- Deploy data for which one. Whether it is agents, executives or both
- What data normalization is necessary from various sources.
10+ Ways Call Center Business Intelligence Boosts Employee Productivity
- BI can help you monitor customer contact
- Better Time Management
- BI can help you “feed the winners”.
- Prevent Fraud and Data Entry Errors
- BI can help you assists and win over prospects.
- Detect Process Deficiencies
- Reduce Agent Attrition
- Encourage Collaboration and Teamwork
- Pinpoint Untapped Potential
- Develop Customer Empathy
Best Center Business Intelligence Softwares
- SAS BUSINESS INTELLIGENCE
- INFOR BIRST
- SAP BUSINESSOBJECTS
- ORACLE BUSINESS INTELLIGENCE
- ZOHO ANALYTICS
- DUNDAS BI
The call center moves toward the next level with BI software
BI takes the call center to the next level. Call centers rely on a user-friendly interface and simply stated. A user-friendly interface interacts with more customers. This easy-to-use interface is used to organize a large amount of data but BI does this by minimizing the errors and diminishing the requirement of the time-consuming spreadsheet. Gone are days when a long time is required for entering the data manually. Calls are can be organized by area code that identifies the locations as well as identifies which area yield is the best success rate.