What Is Call Analytics? Related Articles An Introduction to... Contact Centre Analytics How to Unlock the Full Power of Call Centre Analytics Real-Time vs. Post-Call Analytics in Contact Centres Call Centre Analytics 101: What Modern Companies Should Know © Andrey Suslov - Shutterstock - 2083758148 243 Filed under - Definitions, Analytics, CallMiner What Is Call Analytics? Call analytics is a technology solution that evaluates and analyses customer conversations that take place via phone. It makes analysing phone conversations efficient and enables businesses to monitor, measure, and report on key performance indicators (KPIs), whether it’s used by a call centre, customer service department, sales team, or another business unit. How Does Call Analytics Work? Call analytics delivers insights into call centre agent performance and the experience of customers that engage with your business over the phone by collecting unstructured data from customer conversations and turning it into structured data, which is then analysed for insight. These insights are vital for training, performance management, sales effectiveness, and customer experience management. There are five key steps in the call analytics process: Capturing audio interactions through a voice recording system Transcribing conversations and measuring acoustics to assess emotion Classification to derive the meaning of speech through inflection and emotion in words, phrases, and acoustics Automated scoring to convert data into structured intelligence Searching, discovering, analysing, comparing, and reporting on the data Thanks to CallMiner Author: Robyn Coppell Published On: 23rd Jun 2023 Read more about - Definitions, Analytics, CallMiner Recommended Articles An Introduction to... Contact Centre Analytics How to Unlock the Full Power of Call Centre Analytics Real-Time vs. Post-Call Analytics in Contact Centres Call Centre Analytics 101: What Modern Companies Should Know Related Reports White Paper: How to Operationalise AI Workflows in the Contact Centre White Paper: How to Drive Business Improvements with Customer Insights eBook: How Customers Can Lead Your Business Transformation in 2024 White Paper: Five Secrets of Top Performing Contact Centres Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter