Call center analytics software

When your call center platform provides insightful and actionable data, it is beneficial for your customers, your customer support team, and your business. That's where call center analytics software comes in.

Today, it’s no longer enough to use your instincts to make business decisions. At a call center especially, there are so many moving parts and employees that need to come together to perform at the highest level.

You need hard data to drive your success. And the best way to obtain this is through call center analytics software.

When are you understaffed?

Which days and times are your team overwhelmed by customers trying to reach you?

With call center analytics, you’ll be able to track all the right metrics and KPIs, like these, to improve your performance and provide a better customer experience.

What are call center analytics? (The 5 main types)

Call center analytics are the important numbers that tell you how your contact center is performing. Depending on which specific metrics and KPIs you want to keep track of, these analytics will tell you anything from how efficiently you’re staffing, to how long your customers have to wait on the phone, to whether you’re really excelling at customer engagement—and more.

As you can imagine, the data in a call center that you can gather will cover, well, pretty much everything. Let’s zero in on a few key types of analytics:

Speech analytics

With modern tech like artificial intelligence and machine learning, it’s now possible to track analytics using data collected directly from the human voice. Here at Dialpad, we built our own technology: Voice Intelligence (Vi).

Vi powers some of the most unique parts of our contact center platform. Not only does it transcribe your calls in real time (more accurately than Google)...

It also automatically highlights action items based on keywords spoken in the conversation:

And in this same way, Vi can pick up on customer sentiments too:

If a conversation is going south, a contact center manager can see that in real time in the list of live calls in their dashboard (and jump in if they need to).

Even if you’re just one person managing a team of 20 agents, Dialpad’s Vi makes it easy for you to empower your team to have better customer conversations (and improve your own workflow).

👉 Dialpad tip: You can even create specific keyword phrases for your particular industry or business and add it to Dialpad’s dictionary and use the searchable transcripts to get the most out of every call.

And our customers love it too:

dialpad contact center review from g2

Text analytics

Text analytics is like speech analytics in terms of what type of data it gathers, but uses text-based data instead of the human voice.

It analyzes text to gather data on trends, language, key phrases, emotions, and sentiment using language processing and machine learning.

The data comes from all your text-based channels, including live chat, SMS messages, transcripts, email, and customer support tickets. This allows you to stay on top of common customer concerns and even frequently mentioned competitors.

Predictive analytics

Predictive analytics help your business anticipate future circumstances. Your contact center software should be able to collect data from across your channels using machine learning algorithms—and apply these to help your company look ahead.

Predictive analytics can gather call center metrics to determine training needs, automate quality assurance, and predict the future behavior of your customers.

(For example, how do hold times affect your CSAT scores?)

👉 Dialpad tip: If you have an omnichannel strategy, make sure you’re tracking analytics across all your platforms to gather the most instrumental predictive data.

Self-service analytics

Self-service analytics track the data collected from your self-service channels. Customer interactions don’t always have to occur through a live agent, right?

Some call center software options will have options for your customers to solve issues themselves. For example, by going through a chatbot flow or using your contact center software’s interactive voice response (IVR) menu to find answers to simple questions without bugging someone on your team.

These analytics will tell you things like whether customers are successfully solving issues themselves, or coming back to you and asking for a human to help.

Cross-channel analytics

The most critical question in your omnichannel strategy isn’t which channels your customers use, but how they interact with these to connect to your business. Cross-channel interaction analytics track your customers to answer this question.

For instance, these analytics will show you if customers are reaching out to you on social media platforms and then using the live chat function on your website. By tracking this activity, you can streamline how you interact with customers on different channels.

With Dialpad, you can provide an omnichannel service easily with all your communications unified on a single screen:

👉 Dialpad tip: No matter what analytics you’re looking at, it’s best if you can make them accessible to your call center agents too. If they can capture, monitor, analyze, and even report on activity themselves, it can help them keep themselves accountable—instead of just you doing all the work.

The 8 top metrics to track to improve your performance

Now that you know what analytics software can do for you, how do you decide which metrics you need to track to optimize performance? First, take a close look at how well your call center and agents are serving customers right now. Then, look for ways in which you can improve those processes to run more efficiently.

This is definitely where you should sweat the details—for example, tracking metrics on customer calls will vary according to whether you’re taking an inbound or outbound call. Which types of calls does your center handle the most?

Here are a few of the most important metrics in your analytics software...

1. Queue time and first response time

One of the most basic things you need to know in a call center is how long it takes before a customer gets through to a call center agent.

You can track these metrics by looking at queue times and your first response time.

In Dialpad, you can see a handy heat map of your contact center’s average speed to answer, which kind of tells you a similar story as first response time:

👉 Dialpad tip: Your queue time refers to the amount of time it takes before a customer gets in contact with a live agent. The queue time starts after your customer finishes navigating your IVR menu, and before the phone starts ringing and they’re connected to an available agent. The shorter you can make this time, the better the experience will be for your customer.

First response time (FRT) measures the average time it takes for an agent to deliver an initial response to a customer question or concern. (Not to be confused with first call resolution!) This can be through any of your communication channels including phone, email, and live chat. If your call center is running efficiently, this will be super short, even during peak hours.

2. Customer satisfaction

This is one that you’ve probably heard of.

Ultimately, your goal as a call center is to provide the best customer satisfaction possible. This means that you should probably track your customer satisfaction, or CSAT, score. But, this can be particularly tricky to measure because there is no standard way of calculating it.

Most companies will use customer surveys to track their CSAT score, which asks them to rate a company on a five-point scale and is expressed in percentage form.

👉 Dialpad tip: Always use your CSAT score in conjunction with other performance metrics to track essential KPIs.

In Dialpad, you can generate CSAT surveys directly on your call center analytics dashboard:

3. Call abandonment

The average call abandonment rate is also an essential metric for inbound call centers. It measures the rate at which calls end prematurely. To qualify as abandoned, the call has to be ended before the agent resolves the customer's concern or question.

The reason for the abandoned call can be either the agent or the customer.

There’ll always be varying levels of call abandonment, with industry standards ranging from 5 to 10% or more. (Another common reason for calls dropping is poor reception or internet connectivity issues if you’re using a VoIP system. It’s not your contact center tool’s fault—it’s the internet.)

If your abandonment rate is high, you need to check if your hold times are too long or if too many calls are getting dropped during call transfers. This will help you pick out problems and take steps to improve call performance.

4. Average handle time

On the productivity side of things, average call time (AHT) measures how efficiently your agents are using their time. It’s defined as the average duration of a customer interaction, which includes:

  • Hold times

  • Wait times

  • Talk time

  • Transfers

  • After-call work time

So, AHT is the time it takes from when a customer or agent dials, to when the agent closes the case on their dashboard. If your call handling times are too long, break up the metric into its elemental parts to find the culprit.

For example, if your AHT is high and you find that it’s primarily due to hold times, you’ll need to fix that specific part of the customer experience.

5. First call resolution

First call resolution (FCR), also referred to as first contact resolution, measures the rate at which your agents are resolving customer issues, questions, and needs during their initial interaction with you. (Your FCR rates can be gathered from all your channels including Facebook, SMS, online chat, and phone calls.)

You should always be available for follow-up support, of course, but you should strive for an excellent FCR score.

This leads to not only higher customer satisfaction in general, but also greater efficiency as a call center. If you have poor FCR scores, make sure your call routing strategies and agent training are up to your organization’s standards.

6. Percentage of calls blocked

The percentage of calls blocked tracks the number of callers who received a busy tone when they dialed your contact center. Customers who have to wait to get through to your center will very likely feel like they had a… not-so-great experience.

If your number here is too high, you’ll need to investigate why your customers can’t get through to an available agent. It may be that you need to scale up and hire more agents, or just rejig your staffing schedule.

7. Sales per agent

This one is for outbound call centers. Sales per agent is a great metric to familiarize yourself with because it measures the average total number of sales agents close during a specific timeframe.

Tracking your sales per agent is key because it helps both individual agents and your entire team plan for how they’ll meet a target number of closed sales.

Especially for new agents, it can empower them to keep improving as they can see their skills (and sales) growing in real-time. If you’re the manager, this is also a goldmine of information that’ll show you where you might need to provide more rep training or sales strategy adjustments.

8. Agent performance

In a call center, there’s no single metric that can track overall agent performance. There are no shortcuts.

You should develop a holistic approach to collecting data, that balances both productivity and customer satisfaction. (For example, you might want to reduce your cost per call—without compromising your high CSAT score.) This requires careful balance and real-time tracking.

In addition to the metrics we’ve already mentioned, you can also measure agent performance through:

  • Customer effort score

  • Customer churn rate

  • Net Promoter Score®

  • Calls answered per hour

  • Cost per call

  • Occupancy rate

  • Call transfer rate

You can access all this data through your call center dashboard in Dialpad:

From here, you can easily evaluate the priorities of your call center to determine which agent performance metrics are most pivotal to your success.

5 benefits of contact center analytics software—who cares?

Because tracking analytics in call center operations requires collecting and deciphering a huge quantity of complex data, it’s nearly impossible to do this without the help of a very good contact center platform.

Analytics tools should be available as part of your contact center solution! And it should be easy to use! (If you need an IT team to help you pull basic numbers, then you should look at other options with better functionality.)

And when we say easy, we mean that you should be able to go into your contact center platform and see the numbers within a few clicks. For example, in Dialpad, you just go to “Analytics” (available to Dialpad Contact Center, Dialpad Sell, and customers with Pro and Enterprise plans):

But anyway—who cares? Why should you go through this much work just for call center analytics? Here are five reasons:

1. Real-time assistance

We touched on this earlier, but one of the best features of having these actionable insights is so that they can provide real-time assistance for your contact center agents—so they can provide the best possible customer experience.

You can’t coach every single agent on your team at the same time while everyone’s on a call. But with Dialpad’s Voice Intelligence (Vi) technology, you can create Real-Time Assist (RTA) cards that pop up when certain trigger words or phrases are mentioned.

It offers speech coaching to instruct your team on behaviors like talking speed and using too many filler words:

2. It helps you spot trends more quickly

Across all industries, the customer journey is constantly changing. With call center analytics software, you can spot changes in trends early so you can be the trendsetters of your industry.

From keeping up with pricing trends to marketing strategies, analytics will make sure you never get left behind. For example, Dialpad’s voice analytics can track when your customers mention a competitor’s name—or a certain problem—on a call.

All you have to do is create a Custom Moment for this keyword term, and you’ll be able to easily see how often it pops up on calls:

Tracking these terms and other KPIs
allows you to build better customer relationships—while still maintaining optimal call volume.

(And this is even more important if you have a cloud contact center and a distributed workforce that’s scattered around the world.)

3. More efficient data gathering

Because analytics software does the work for you, you don’t have to waste time or resources gathering data. That’s grunt work—and not a good use of time.

With Dialpad, for instance, the data you collect is entirely customizable—and all at your fingertips within two or three clicks.

From call recordings to the number of calls, you get to choose what metrics are important to your call center—and you barely have to lift a finger to track them.

4. More actionable insights

One thing that most people forget about? Data is useless unless you can act on it.

A good analytics software makes sure that all your metrics reach you in a form that can be used as actionable insights. These are insights that can be applied to improve your processes and results.

Knowing KPIs like abandonment rates, wait times, and customer churn rate are important. But what can you do with access to this data? Will you be able to see the exact stress points that are causing lower scores on specific KPIs?

Your call center analytics software should solve this for you! (Or at least, make it easier.)

5. It lets you create and track KPIs for your boss

Key Performance Indicators (KPIs) allow you to track important metrics and establish goals for your call center. And this is important because your boss—and the executive team—will care about it.

Want budget to hire more agents? You can justify it by showing your call volumes spiking every day.

Think that you can give your team an extra day off because it’s a busy month? The same heat maps can show you which days are particularly quiet.

Not only does analytics software tell you if your contact center is meeting its goals, it can also empower you to advocate for your team—and improve your performance and productivity.

Keep your competitive edge with call center analytics software

To keep up with the fast-paced environment of your call center, you need the best tools to track your data.

By adopting call center analytics software, you’ll stay ahead of your competitors by providing the best customer service and customer onboarding for your business.