VoIP and Big Data
Senior executives are consistently called upon to make decisions that have a broad impact on the direction their business takes in the marketplace. These decisions inevitably have profound effects on employees, customers, investors and other stakeholders.
VoIP Big Data analytics are an excellent resource for executives to understand:
- Who customers, patients or constituents are calling on a divisional, departmental or individual level
- What customers are calling about, be it for sales, service or operations
- When they are calling, and how long the interaction lasted
- Where they are calling from, meaning from a local, national or international perspective
- Why certain business challenges may be occurring
- How they and their colleagues across their business should react to the challenges and opportunities extracted from these insights
Fortunately, VoIP services are far more conducive to historical and real-time data analysis and visualization than analog phone services.
Let's take a closer look at these six VoIP analytics categories, and how Big Data can enable confident decision making.
1. Who are the Agents/Employees Receiving and Making the Most Calls?
The nature of a business and the level of CRM or contact management software integration will dictate the granularity of the reporting about who is calling or who is called. 8x8 VoIP, Unified Communications or Virtual Contact Center solution. A collections agency is likely far more interested in who is called and who is calling back.
Agents who handle a high volume of interactions while meeting customer satisfaction, call quality or revenue goals are often ideal candidates for mentoring programs or team leadership positions.
2. What are Trending Topics in VoIP Conversations?
VoIP and contact center platforms like 8x8 Virtual Contact Center offer call center managers and coaches the ability to listen to recorded calls. Marketing executives can create content that addresses customer interests, and product managers can apply the analytics in the creation of new products or in prioritizing new features for the product roadmap or lifecycle. Digital content managers can address FAQs in blogs, support knowledge bases or on social media channels.
These call recordings, together with a Contact Center Speech Analytics tool, can reveal a great deal about customer emotions during a call, how effectively an agent asked questions and understood the customer's reason for calling. Use of conversational standards can be monitored in real-time or historically as coaching sessions occur.
3. When are Customers Calling, and What are the Characteristics of Calls Over Time?
VoIP analytics play a critical role in workforce management for contact centers and sales teams. Agent headcount may need to increase or decrease based on utilization at certain times, the day of the week, or activities like new product announcements.
These decisions are sometimes based on year-over-year data or based on the long-term trajectoryof statistics like call waiting time and average call processing time.
Based on an understanding of what customers are calling about at certain times of day, scheduling can also prioritize relevant agent skills like languages, product knowledge or technical understanding.
4. From Where are Customers Calling?
Speaking of languages, keeping track of where customers, patients or constituents are calling from can play a crucial role in many business decisions. For retailers or manufacturers with global audiences, it can help define:
- The languages that packaging and/or marketing content is produced in
- Hiring, shipping and real estate decisions for certain countries
- The need for cultural education or consulting services for specific regions or religion
For B2B-focused companies, understanding the company a caller is calling from can help prioritize direct agents for particular accounts, as well as whether an on-site client meeting might be necessary to address potential concerns or to uncover lucrative business opportunities that may otherwise be missed.
5. Determining Why There are Spikes in Call Volumes, Durations or Upset Customers
Not every VoIP analytics is purely numbers-based. Sure, there may be a high volume of calls on a specific day and time, but is there a pattern, trend or common thread that should be considered? This is where an analytics dashboard of combined metrics and context can be valuable.
A misinformed rumor might drive customer call volumes due to social engineering activity by a reputation hacker. Sometimes only by listening to recorded calls, investigating text chats or meeting with call agents can these sorts of challenges and risks be addressed.
6. How to Leverage VoIP Big Data to Resolve Challenges
Just as a good lawyer will meticulously present their evidence to win a case, executives should build their business cases and solutions around data. It might be to hire more personnel, change directions on a product roadmap, or initiate a product recall. In all of these cases, the numbers build credibility and urgency to get things done.
Are you trying to build a business case for digital transformation but are challenged to define ROI and strategic benefits? Explore the opportunities of VOIP Big Data as a customer experienceintelligence platform for our connected world.
When it comes to VoIP, 8x8 provides a reliable and compliant cloud solution at a demanding level rarely seen by other cloud providers. Don't take your chances with a subpar cloud-based telecom system. Call 1-866-879-8647 or fill out an online form to request a no-obligation quote from an 8x8 product specialist.