IDENTIFYING CUSTOMER PAIN POINTS WITH CALL CENTRE ANALYTICS

"Identifying the customer pain points and addressing it is an important aspect of call centre analytics which is a key metric in evaluating the customer satisfaction and call centre efficiency. At Dataplatr, we provide call centre analytics solutions to address this issue. We use key call centre metrics like First Call Resolution, Average Handling Time, Customer Satisfaction Score, Net Promoters Score and Sentiment Analysis to uncover the customer pain points.
With the insights provided by our call centre analytics solution businesses can delve deeper and understand the root cause of the problems. These call centre metrics help to identify pain points that occur frequently like long waiting times, higher churn rate, and challenges that occur due to poor agent knowledge and address them to enhance the call centre efficiency. Also, our contact centre analytics allows businesses to leverage the customer feedback surveys and comments to identify the customer pain points.
Dataplatr’s advanced call centre analytics solution provides the businesses with real-time call centre analysis which can help call centres to understand the customer needs, emotions and frustration in real-time. This analytics helps businesses to pinpoint areas of improvement which can be used to streamline the problem-solving process by aligning training processes with the issues identified and improve overall call quality, and increase first call resolution rates. Thereby increasing customer satisfaction and loyalty, reducing churn rates and enhancing agents’ performance and morale."