By now everyone who has the CIO job has actually become aware of “big data”. What this is all about is utilizing contemporary analytical tools to process large quantities of data in order to identify patterns and opportunities for the business that were formerly unknown. The IT department plays a leading role in the big data revolution due to the fact that we are the ones who are keeping all of the information and we are responsible for purchasing and utilizing the tools that will allow us to process that information. This is all well and fine, but once you have these glossy brand-new tools, where is the very best location to apply them? It ends up that the answer to this question simply might be the call center.
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Why The Call Center Is Ripe For Big Data Processing
All frequently IT can neglect the company’s call center. No matter if this is a function that is dealt with internal or if the company has actually outsourced it, the call center is where a great deal of the business’s contact with its consumers takes place. What this indicates is that any data that can be gathered about how those contacts go is very valuable indeed. Knowing this, the person in the IT position requires to take charge and do some investigation.
Collecting data from a call center is something that is most likely already being done at most companies. Call centers already have various systems in place to gather quantitative data. This kind of information includes such things as variety of calls gotten, call length, average hold time, and resolution rate. The issue with collecting this data is that it is practically all agent and effectiveness related. That’s great stuff, however it’s not going to inform the business anything about the people who are calling.
Today there is a transformation going on within the majority of call centers. In order to save cash and end up being more effective, call center agents are being asked to deal with a wider variety of issues and connect with customers utilizing a greater number of channels. These channels can now consist of social media and online forums. What this means for the company is the old way of collecting call center data is no longer going to operate in this new world.
What Big Data Can Create From Call Center Data
This is where the value of infotech can be found in to play. Plainly a single information center has the ability to produce a great deal of taped data every day. Your job as a CIO is to create the systems and the procedures that are going to be able to take that big data and get insights into what the company’s customers really want.
Among the supreme objectives of using big data technology to the call center is to supply the consumer representatives with more information when they begin to have a conversation with a customer who has called in. What you would like your big data systems to be able to do in real time is to let the client representative understand what the client’s mood is and to supply them with the details that they are going to require in order to guarantee that the consumer has a good experience.
One of the huge modifications that the big data tools can bring to a call center is their ability to deal with a variety of various kinds of data. What this indicates for you as the CIO is that you can use your big data tools to the primarily text-based interactions that representatives are having with the company’s customers. With the right set of big data tools you’ll have the ability to analyze your agent’s call records, determine what your client’s real issues are, highlight emerging trends and patterns, and generate early-warnings of concerns that might become substantial issues.