What if you realized your contact centre only analyzed 2% of customer interactions? You’d be rightly alarmed at the scale of those missed opportunities.
Yet that’s the reality for most firms according to new research. The remaining 98% of conversations represent a goldmine of untapped customer intelligence.
A Sea of Untapped Information
How much do you really know about your customers’ experiences? If you’re only analyzing a sample of interactions, the answer is probably: not enough.
Our research in partnership with ContactBabel reveals most contact centres capture just a fraction of the intelligence held in customer communications. Yet the firms leading their industries analyze 100% of interactions.
Across phone, email, chat, messaging and social, the average US contact centre only surveys 2% of interactions for quality purposes. In the UK, it’s around 4-5%.
The remaining sea of customer conversations represents missed opportunities. Here lies everything from complaints revealing process breakdowns, to moments of emotional engagement that build loyalty.
By analyzing more interactions, you achieve more operational benefits such as:
- 70% cost reductions by using automated QA
- 20% improvement in customer satisfaction with targeted agent coaching
- 15-20% increases in conversion, thanks to sales optimization utilizing speech analytics
But far beyond efficiency gains lies game-changing business insight. Our latest white paper reveals why voice still reigns as king of customer satisfaction, and describe how firms analyzing 100% of interactions can:
- Pinpoint root causes of customer effort and friction
- Identify high-value “moments of truth” and replicate positive outcomes
- Uncover emerging trends and competitive threats
- Assess real voice of the customer preferences
- Gain complete visibility into distributed teams
Customer Intelligence Drives Growth
By analyzing 100% of interactions, industry leaders uncover game-changing insights across phone, email, chat, messaging and social. From eliminating pain points to identifying emotional triggers that build loyalty, they gain a complete view of the customer experience.
Armed with this intelligence, leaders can transform customer experience, eliminating pain points and strengthening emotional connections. The result? Higher lifetime value, repeat business, referrals and revenue growth.
But achieving 100% analysis at scale presents technical challenges. Advanced analytics and AI solutions are required, seamlessly integrating with existing systems.
The prize for overcoming these hurdles is immense. As one Fortune 500 insurance firm stated, “We moved from random sampling to 100% analytics, now we cannot imagine operating without these customer insights.”
Still Unsure of Your True CX Metrics?
Making every conversation count means higher efficiency, smarter operations, and growth through customer intelligence.This blog post has been re-published by kind permission of EvaluAgent – View the Original Article
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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.