As a business owner, you must be well-updated with your call center’s progress and shortcomings. From your customers to your employees, every level of functioning tells a lot about where your business is headed.
Moreover, for your business to appeal to your customers, educating your front-facing employees to be well-equipped with information is important. Here are some ways to keep your front-facing employees ready for customer encounters:
- Introducing conversation Intelligence software to enhance call center management.
- Proper call center coaching.
- Tracking call center metrics like AHT, FCR, etc., to boost agent performance.
- Upskilling agents when necessary.
- Implementing an automated call center to streamline processes.
- Switch to modern versions of call center quality assurance.
Read more about how to execute a modern call center QA here.
Conversation intelligence software is an AI-backed call center technology that records, transcribes, and analyzes conversations. This analysis is presented as business-winning, actionable insights into the platform. But is that all?
Clearly, there’s more to it. This article will dive into the 7 best actionable reports to help you drive your business in the right direction.
What Is A Conversation Intelligence Software?
Say you have 7k+ calls happening every day in your call center. You have 10 auditors who audit and analyze these calls. It sounds like a task next to impossible to audit all of them, right?
That’s where conversation intelligence comes into the picture. With call centers entering an era of digital transformation, there is almost nothing that technology cannot aid with. Call centers see a similar trajectory.
A conversation intelligence software like Convin converts these conversations from text or text to actionable insights. In short, it eradicates complex, time-consuming processes and delivers the end results to your table.
It used conversation analytics or conversational AI to extract usable data using natural language processing from human speech and typed conversations. This data is repurposed to derive credible information that helps users make actionable business-winning decisions.
Once this data is in your hands, the next step is to make it understandable to the users. This is done by segregating it into different parameters. This segregation is documented in the form of CONTACT CENTER REPORTING.
What Are Reports In Conversation Intelligence?
Contact center reports consolidate the data-driven insights incurred by the conversation intelligence software. These reports are automatically produced by the call center software and furthermore derived to create a final display of the strengths and shortcomings.
Here are some of the benefits that contact center reporting offers upon their implementation:
- Aids in Performance Tracking
- Boosts Operational Efficiency
- Helps in Increasing Customer Experience
- Overall Call Center Cost Reduction
- Generates Actionable Business Insights
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Clearly, these eyebrow-raising insights come in handy for call centers. That being said, it will be incomplete without understanding what’s inside these reports and how they benefit you.
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The 7 Actionable Business Reports Using Conversation Intelligence
Reports contain all the insights derived by the conversation intelligence software. But knowing that there are so many business-derived outcomes, how is it merged into an understandable version?
Convin software generates automated and customizable reports. Furthermore, to get a clearer analysis of how it will affect your business and what can be done to improve, Convin delivers a set of advanced reports.
There are 25+ reports delivered by Convin. Let’s skim through 7 of these impactful reports.
1. Competitor Analysis
The competitor analysis report is a thorough visualization of what the customers are thinking and how they are reacting. It is derived from the customer intelligence section and glances into your customers’ interests, preferences, and behaviors as a whole.
2. Negative Sentiment Analysis
As Convin analyzes your conversations, it senses customers' sentiments throughout the calls. The conversation intelligence software captures any kind of statement or question addressed by the customer that reflects a negative sentiment.
Here are some examples of negative sentiment conveyed by the customer:
- Not satisfied with the service.
- Customer service line was not reachable.
- The product is not better than the competitor.
3. Win Behavior Analysis
The win behavior analysis opens doors to new discoveries that support agent performance, enhance your sales revenue, and boost customer satisfaction.
For e.g., The report below illustrates that the execution of a particular parameter led to a 52% increase in conversion rates.
Read more about Analyzing Customer Behavior Using AI-Driven Platforms to Examine Winning and Losing Trends of Deals here.
4. Customer Complaint Report
Post-call evaluation, this report fetches you keywords pertaining to complaints that customers have uttered in the conversations.
For e.g., A convin’s client discovered that out of 5122 cases, 105 customers complained about water leakage in the product.
5. High Escalation Analysis
This is a special report that indicates high escalation cases. These cases pose a threat to the brand's reputation as well as a high risk of customers taking brutal steps.
Hence, it must be curbed beforehand. Convin generates a detailed report of such cases mentioning every small detail. Likewise, businesses can take steps accordingly to tackle such events.
6. Reason For Potential Business Loss
This reports plays a vital role for business leaders to uncover reasons that didn’t lead to conversions.
Imagine the benefits of knowing why and at which point your customers decided not to proceed with the deal. This will help you improvise the script and make better customer conversations.
7. Parameter-Wise Analysis
The parameter-wise analysis report looks closely into each parameter to assess if agents are adhering to them. You can use this report to analyze what is working and what’s not.
More To Reports
Apart from the ones mentioned above, there are many more reports generated by Convin. Some of the reports readily available in the call monitoring software include:
- Agent Reports,
- Best-Worst Parameter Reports
- Violation Analysis Reports
- Call Center Coaching Progress Reports,
- Coaching Impact Reports
- Dead Air Reports
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