Data drives insights, and insights drive business. If your company has a contact center, it’s likely that standard KPIs like agent performance and call times are metrics being tracked. These KPIs help managers improve agent performance, customer experience, and operations costs. But for most enterprises, the data insights stop there.
How many calls do you wager go in and out of your call center every day? As an enterprise organization, hopefully your answer to that question is less of a guess and more of an exact science. No matter your specific vertical, maintaining an intimate understanding of every voice interaction between customers and agents is integral for call centers to maximize revenue, retention rates, and customer security.
"You can have data without information, but you can't have information without data" - Daniel Keys Moran
The average call center agent handles 781 inbound calls per month (Via ICMI). The average call center has about 289 employees (via Cornell University), so that means most call centers process over 250,000 calls per month. That's a lot of Quality Assurance checking (QA)!