What Call Tracking and B.I. Do For Your Business

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What Call Tracking and B.I. Do For Your Business
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• Business intelligence is the process of bringing
  available data together to learn more about a
  business and the customers it serves. Its an
  essential tool in the 21st century.

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What You Can Learn from a Call

• Phone calls from customers provide essential
  information, but many businesses fail to realize
  this. Call tracking software enables your company
  to start effortlessly listening to calls to
  identify customer patterns and agent training
  opportunities.

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Purpose of Call Tracking

• Call center agents often feel suspicious of call
  tracking at first. They assume you as the
  employer are trying to learn information to use
  against them. Its better to frame it as trying
  to be helpful rather than heavy-handed. Listening
  to the calls ensures that each agent has the
  information and support needed to provide
  helpful, friendly service to every caller.

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• You have no way to know if this is happening
  unless you enable call tracking software. The
  program available from Call Sumo also records
  speech patterns to better assist you in
  monitoring conversations that take place between
  customers and agents. This further allows you to
  measure individual performance and
  overall customer satisfaction.

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What Do Customers Respond to the Best?

• Every customer is unique, which means that he or
  she will respond well to some pitches and not as
  favorably to others. Some may read something into
  tone that the agent never intended. Our call
  tracking system provides agents with the most
  useful and favorable phrases to elicit the type
  of response they expect.

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• Knowing how to speak to a customer in the way
  that he or she prefers allows your agents to
  repeat the same types of phrases and voice tones
  the next time that person calls.

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Call Tracking Provides a Permanent Record

• Disputes happen. A customer will insist he or
  she said one thing when your recording proves
  otherwise. This tool comes in handy to resolve
  disputes as quickly and as amicably as possible.

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Call Tracking Software Picks Up What Humans Miss

• After Call Sumos software program records and
  reviews all phone call data, it forwards it to a
  human being for review. That person then analyzes
  the data and uses it to improve the business.
  Call tracking is only the first step for a
  company wishing to make use of artificial
  intelligence.

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• After collecting the data, the people in charge
  of it can set parameters to find even more
  detailed information that they would not have
  picked up on their own.

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How to Use the Gathered Intelligence

• One of the most useful ways for companies to use
  information gathered from artificial intelligence
  is to improve scripts that they use on future
  phone calls. Additionally, following up with
  customers who expressed a complaint needs to
  happen promptly.

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• A poor way to use data gleaned from call
  tracking is simply to eavesdrop on conversations
  that dont pertain to the business in any way.
• Contact Call Sumo today to learn more about
  collecting business intelligence through our call
  tracking software program.