Contact Center Analytics: What to Know and What It Means to You

You set up a contact center, trained your agents, scripted your IVR to perfection, and let that puppy run for a while. Things seem to be running ok, but there’s a small sliver of doubt - can we do better?

Every so often it’s a good idea to sit down, pull up those beautiful reporting dashboards that were so eloquently crafted on implementation and check on the trends.

Dimension Data estimates that by the year 2020, analytics will be key in shaping contact centers, yet 40% of those surveyed say they don’t measure them. 

What are Contact Center Analytics?

Simply put, your contact center analytics are comprised of data collected from the tools or programs that your business uses to measure the performance of your contact center. Good reporting and analytics give you the ability to monitor the key statistics of your contact center and develop operational insights for process improvement.

By measuring areas such as call volume, speed to answer, abandoned contacts, agent productivity (the list goes on), you begin to get a clearer picture of where your agents are succeeding and where there is room for improvement.

3 Contact Center Analytics to Review

  • Agent Seat Usage- Are you paying for more agents than you need? Or suffering through busy seasons with too few agents? The flexibility of the cloud lets you quickly scale your operation up and down. Using analytics to identify and predict the demands customers place on communicating with your business can help you proactively increase or decrease agent resources (and only pay for what you need). Reducing hold times for customers by increasing agents during times of need, and saving costs when there’s a lull can impact your top and bottom line.
  • Dialing Modes and Connection Rates- Do you know exactly how much time your agents spend talking to prospects?  If your sales team has grown beyond a few people it might be time to consider switching your dialer mode. A good contact center software has multiple modes that can improve the efficiency of your agents. A simple auto-dialer that worked through your list of numbers is now leaving some agents waiting for calls to connect – this could be a sign to switch to a more advanced predictive dialing mode.
  • Inbound Call Routing- How is that first call resolution metric looking? If you’ve had repeat calls for the same or similar issues it might be a pattern that can help identify and adjust IVR settings to improve customer service. Have any departments changed or expanded internally? Make sure calls are still being routed to the right people so customers are connected to the right people the first time someone picks up.

Five9 offers powerful contact center reporting and analytics, which will quickly get you started on the path to full efficiency.

If you’re ready to start that journey, take a look at Five9’s full range of products or contact us today 1-800-553-8159.