8 Ways Conversation Intelligence Can Propel Contact Center Profitability
2 min
Your contact center plays a central role in providing excellent customer support and driving revenue. After all, most people like the idea of having a person they can talk to and find answers to their questions. However, many companies are not utilizing their contact center performance metrics to help their brand succeed.
Conversation intelligence (a type of software that uses artificial intelligence or AI to derive data-driven insights from your agent-customer interactions) can help you understand conversions, find inefficiencies, and improve revenue. So, what are the best ways in which conversation intelligence can positively impact your business?
1. Personalize Conversations
Studies have shown that when customers feel a company offers personalized experiences to them, they are more likely to make purchases. Social media has perfected this, showing us tailored walls with things that interest us the most, news from our groups, and even memory slideshows.
Phone calls or contact center communications can also benefit from more personalized interactions. What you need to do to unlock a myriad of benefits is first to predict a person’s intent and offer them solutions that can help them solve their specific problem. Conversation intelligence solutions can see what drove a customer to make a call and let the agent know so they can tailor their answers appropriately.
2. Get Automatic Insights
One of the main advantages of using conversation intelligence in your call center is that you can capture insights at scale. For example, you can see where a customer is coming from (a website, a campaign, etc.), track conversions, check routing paths, and analyze recordings and transcripts.
You can also rate agent performance and create scorecards to sort them more easily. By understanding the caller and the agent better, you will be able to find new opportunities for improvement - and revenue.
3. Route Callers Based on Intent
Providing a more personalized and knowledgeable experience is essential, but ensuring a customer is not juggled around is also critical. For example, you don’t want to have people having to repeat themselves to multiple clients.
With conversation intelligence, you can route callers depending on their intent; for instance, by tracking if they are coming from a specific campaign, a website, or an email and choosing the appropriate agent. Additionally, the solution can provide the rep with all relevant information beforehand so they can provide help more quickly.
4. Make Your Agents More Efficient
When you train a new agent for your contact center, you usually have them listen to recordings (from other agents and belonging to their own calls). However, if your company is large, you might have trouble helping managers provide more personalized attention.
When you use a conversation intelligence solution, you can automatically scale coaching by scoring all calls using artificial intelligence. For example, you can set up certain criteria (use a greeting script, ask for specific details, mention a promo or sales event, etc.) and score agents depending on how well they follow these steps. You can then help them improve their scores based on their real past interactions with customers.
5. Remove Unnecessary Calls
Your business cannot risk not taking certain calls, but it could surely do better with identifying which of them are probably unnecessary. We’re talking specifically about the calls that get abandoned before they even happen, but after they have already used valuable resources.
Among the many things you can do with conversation intelligence, finding where a call is coming from can help you determine if there is an issue with your customer processes. For example, you might notice most dropped calls are initiated in the checkout step. Which would mean it’s a good idea to check the server and make sure things are running correctly.
6. Provide Real-Time Support
Contact center representatives regularly face tough questions and objections. Of course, you can onboard and train your agents to deal with certain scenarios, but the only way they can deal with real-time issues more efficiently is by having the proper tools.
A conversation intelligence solution can utilize artificial intelligence to categorize different responses, suggest content cards to include the best talking points (these can be, for example, pricing details, discovery questions, and common objections, among others), and turn all conversations into valuable insights. The result is teams that are better equipped to deal with pesky complaints and questions and more confident and productive agents.
7. Improve Customer Experience
Retaining the ones you already have is just as important as obtaining new customers. Bad customer experiences can lead to users abandoning your services and products (according to a PwC study, 38% of customers will stop doing business with brands they love after a single incident).
When you use conversation intelligence, you can reroute existing and new customers to different teams (minimizing transfers and waiting times), predict their needs, and tailor the contact experience so agents can see what customers require as soon as they call. All of this results in a better customer experience, more brand loyalty, and just… happier callers!
8. Create Better Marketing Products
Marketing and sales are equally important when it comes to making sure your products reach your potential customers. Teams from both areas have a lot in common, too; they both need to understand what a customer wants and needs to suggest better offerings.
With conversation intelligence, your marketers and salespeople can quickly look into conversation histories and identify relevant key phrases and trends. Rather than having to go through each call independently, they can use AI insights to adjust their marketing and lead generation strategies and create more engaging content.
PhoneIQ is an Salesforce Native Cloud Call Center Software solution that can log voicemails, calls, and text messages, and capture customer interactions automatically. The solution can also route calls and data to case owners, and gather powerful analytics directly available through your dashboard.
With PhoneIQ, you can manage your entire contact center from a single, easy-to-use location. Sign up for a 7-day trial and boost your conversation intelligence today.
