In the United States, there are over 7,400 call centers and how does Ansafone Contact Centers differentiate and compare? How can Ansafone make certain that we remain competitive in an ever-increasingly complex world?
Businesses are finding more and more need to pay attention to and listen to their client’s needs and wants. And, Ansafone Contact Centers is here to gather and understand data metrics.
What are Data Metrics?
The term data metrics refers to a quantifiable measure that is used to track and assess how a business is doing. In the case of Ansafone, we use them to keep track of a number of calls we receive and the length of time those calls last.
By monitoring our data metrics, Ansafone Contact Centers can find areas of weakness and fill in the gaps in our services.
Data metrics are reliable predictors of how well Ansafone can compete in the call center market. Without keeping track of the crucial factors involved with our business, Ansafone would cease to be competitive and lose business-impacting all of our employees and customers.
The Information We Can Glean
The information gleaned from data metrics is determined by the type of business. In the case of
Ansafone, we collect many distinct types of information to help us understand how we are doing as a business. These metrics may include (but are not limited to) the following:
- Number of calls received
- Number of disconnects
- The average time a customer must wait in the queue
- Average call abandonment rate by a caller
- First-call resolution rate
- What kind of calls are coming through
These measurements not only help us discern our weaknesses as a business but also to measure how we are helping meet the needs of our clients.
How Data Metrics Can Help Ansafone Contact Centers Remain Competitive
To make Ansafone stand out from the saturation of call centers, we must first decide our quantitative and qualitative goals. Since Ansafone is a business, our quantitative goal is to help our customers grow, make profit and elevate their businesses seamlessly and efficiently. The qualitative goal of Ansafone is to give the best service possible to our customers and callers.
Together these two goals lay the foundations of the business; we then can build upon that model using what we glean from the data metrics gathered at our call centers. In this way, we can gain an unobstructed view of how we are achieving our business goals and what we can do to not only achieve those goals but how to enhance our services to be the best in the business.
Evaluating Patterns of Calls
In order to discover what callers need and how we can respond to those needs, Ansafone looks at and evaluates patterns of call center use. To do this, we ask many questions, including:
- For what service did the caller ask?
- What made them choose Ansafone over other service providers?
- How can we expand our services to defeat the competition?
By asking these three core questions, Ansafone is able to take a long, good, hard look at the services we offer today and how we can expand into the future. This is imperative in light of the fact that technology is advancing quickly, and we must advance with it.
The Future is Now
The business of call centers is changing and will continue to change into the future. There is a shift toward customer satisfaction, and many callers are preferring to discuss such business either with an automated service or online.
In order for Ansafone to remain competitive, we must examine our data metrics to understand our customer base and ways we can serve them better not just now, but years into the future. People are somewhat more comfortable using their phones, tablets, or laptops to communicate with a call center, and we must hire and train personnel who are able to help us expand these services.
No doubt in the future technology will change quickly, and Ansafone is ready! As a call center, we will continue to adapt to the ever-changing needs of our customers in offering them non-verbal modes of communication.
Data Metrics is a core part of our services to better optimize flow and efficiency. By evaluating the audience types, target markets, data analysis and more, Ansafone can best serve you in the highest standards and call center operations.
How Ansafone Can Help
Ansafone Contact Centers is an award-winning, BPO provider with 50 years of world-class customer experience and brand care. We are a national call center with omni- channel services, fully-equipped to help you in business and any special circumstances.
Request a quote or call 800-510-0514 to learn more about our custom solutions for creating exceptional customer service experiences for your clients. We’re happy to offer insight into what your customers seek from your company’s language offerings.
