October 24, 2022

What Business Intelligence (BI) Strategy Reports Should Your Call Center Base On?

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What Business Intelligence (BI) Strategy Reports Should Your Call Center Base On? What are Call Center reports?

Having a thorough understanding of a company’s business intelligence strategy is key to future scalability and expansion.

Quality business intelligence guides a company’s direction on the products or services they offer. Within the context of a call center, business data and analytics is a significant factor that contributes to a holistic view of a call center’s operations and workflows. 

What is business intelligence strategy?

Building a business intelligence (BI) strategy consists of pulling different types of data sets and compiling them into easy to understand reports, charts, or graphs. Business intelligence information is collected using software that pushes and pulls campaign, productivity, revenue, or forecasting data from relevant sources. In a call center environment, some examples business intelligence reports could include categories such as:

  • Communication reports
  • Sales forecasts
  • Agent performance reports
  • Finance reports
  • Customer satisfaction (CSAT)
  • Detailed call reports

Reports like these provide the valuable insight a call center needs to run as efficiently as possible. Everything from scheduling to new product launches relies on business intelligence. 

Building a business intelligence (BI) strategy consists of pulling different types of data sets and compiling them into easy to understand reports, charts, or graphs.

Business intelligence strategies in the call center

As you can see, data from business intelligence reports plays a vital role in a company’s future. This is why call centers should ensure that they are receiving the most accurate and useful information in their BI reports. For example, LiveVox’s Business Intelligence solutions were created by experts in the contact center industry. They understand exactly what key data is most relevant to call centers and they know where to obtain it. A call center’s analytics can fall into three insight categories: performance, compliance, and business outcome. 

Agent performance monitoring

LiveVox integrates 150 out-of-the-box reports into its BI solution that give call centers an accurate picture of agents’ principal metrics. Some of these reports include information on talk times, conversion rates, individual sales, average handle times, and more. Team leads can use this information in numerous ways, such as sales monitoring. Reports can help supervisors identify which agents aren’t meeting sales goals and why. For example, if an agent’s performance is consistently producing low CSAT scores, supervisors can investigate and listen to recorded calls. 

This can help them confirm if the agent’s interactions with customers is a factor in their lagging sales. Average talk time, time spent in not ready status, or speed of answer rates are all also useful pieces of information that can reveal why an agent’s sales numbers aren’t where they should be. Supervisors can address the problem and provide the additional training and coaching an agent needs.

Compliance monitoring

Compliance issues can be stressful and, at times, very expensive. In a call center, it can seem overwhelming to abide by complex and ever-changing regulations. Business intelligence that focuses on monitoring for compliance issues can help call centers identify areas that need improvement. Call recording software combined with speech analysis tools provide call centers the ability to look up keywords and identify customer sentiment. LiveVox SpeechIQ with Quality Management is a solution that records and analyzes all calls. 

For example, capturing customer consent in a debt collection environment is crucial business intelligence that call centers should strive to keep on record.This strategy makes it simple to find calls if a call center needs to prove that they captured consent from a customer before speaking with them. In addition, managers can identify problematic calls and mitigate risk in real-time. Through its advanced speech transcription capabilities, SpeechIQ identifies risky calls in progress and can notify management for immediate intervention. 

Campaign service level performance monitoring

Business intelligence reports that focus on finances and customer satisfaction are two data categories that can help drive the right business decisions. They help indicate whether a call center is on track to meet its goals through reports that showcase revenue, growth, profit, and agent retention. Without these reports, it would be difficult for a call center to know whether or not they are on the right path. 

Business intelligence reports that focus on finances and customer satisfaction are two data categories that can help drive the right business decisions

For example, CSAT score reports are one type of BI that can help pinpoint the reasons for lack of growth or profit. Agent retention numbers can be another key place to look when trying to find what has contributed to a call center’s sudden drop in revenue. Another useful report can show the total cost of training or rate of agent turnover to help a call center see if they should find new ways to enhance the agent experience. LiveVox’s BI solutions can provide reports like these that can help guide your call center’s financial decisions. Call centers can take action to get to the root of a problem with the help of the detailed, thorough reports that LiveVox generates. 

The call center workplace can be a fast-paced and quickly changing environment. The numerous moving parts within a call center operation can seem less chaotic when the right business data is available. LiveVox helps call centers focus on the statistics and key metrics that matter to them the most. Learn more about how LiveVox can help provide valuable business intelligence to your call center by requesting a demo here

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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