Following the Rules with Governance

Analytics-based governance keeps our contact centers running in full compliance with internal best practices, legal regulations, and more.

Our Governance Team defines goals, guidelines and terms across the organization; communicates with internal departments on these specifics so that everyone is on the same page; uses data to measure adherence to goals, guidelines and terms; and implements useful monitoring and auditing strategies. As part of Analytics Services, our Governance Team offers real-time visual presentations of data with calculated results and dashboards. This type of analysis measures adherence of results to set goals, guidelines and contractual terms.

Most simply, our Governance solutions provide another set of eyes helping to check all the important details that make a difference to our clients. The team develops reporting to check for conditions to be met and establishes notifications when they are not. For instance, in the case of natural disasters, we might shut-down certain area codes so we’re not calling those affected. Governance reports provide a safety-net to ensure that we don’t accidently make any calls into those locations, providing immediate alerts if there are discrepancies. Another example of our governance solutions includes ensuring that we’re adhering to contractual terms and obligations, then informing stakeholders if there is anything amiss.

Overall, Governance can be used in a contact center to ensure that your organization is one following all the rules.



Analytics – Real Time and Relevant

Our Business Analytics solutions have helped many organizations mine and analyze their existing data and turn it into interactive visualizations and easy-to-use analysis tools, focused on improving results and providing vital insight. Most importantly, we turn large amounts of data into something useful for our clients by doing things like determining pockets of your most callable records, figuring out the best times to call your campaigns, discovering who is most likely to buy your product or donate to your organization, proactively predicting the best Communicator to handle each phone call, or targeting businesses within a given area.

Most recently, we have been able to provide our call centers with the capability to see key KPIs that would help them manage their center more efficiently. These dashboards give them the ability to see a quick snapshot of such metrics as retention, hours tracking, management ratio, program results, and other important factors that are crucial in the day-to-day management of Communicators and programs.  They also have the ability to drill down into reporting connected to the dashboard to get a more detailed view and help pinpoint opportunities for improvement in a more timely fashion.

Tools like these are just an example of how we have been able to successfully build analytical solutions that are both real-time and usable, equating to smarter spending of your investment with us, achieving the best results possible and maximizing your ROI.

How Call Center Analytics Influence Positive Customer Experiences

Many may be unaware of this truth, but the secret behind exceptional customer service has not only to do with expert Communicators, but much to do with hard facts provided by data analytics. In an era where tempers are running shorter but quality of customer service is rising in importance, more support is needed in order to provide agents with the best possible preparation.

Using actionable data to augment your customer service success is a major component in providing a positive customer experience. Business intelligence offers your company an edge as the data collected allows for understanding a customer base on a deeper level through analyzing key trends and preferences.

Our very own VP of Call Center Analytics Mike Shonk elaborated on this in InfoCision’s latest edition of “Marketing Solutions” magazine:

 We’ve seen over the last five or six years that the rate of customers picking up a random call has dropped considerably, from as much as 55 percent of our audience to as little as 35 percent today in some time periods…Our opportunity is to figure out when they’ll be most receptive to the conversation.

Monitoring the time of day certain demographics are most likely to answer their phones allows the role of Communicator to become more accommodating and less invasive. As such, the improvement opportunities, which become available when digging into business analytics, should be top priority for companies looking to get ahead in the customer service industry.

Paying close attention to your data is equivalent to paying close attention to your customers; after all, you wouldn’t have such a wealth of data to work from without them. Use your collection of data to measure the success rate of call scripts as well as how receptive certain Communicators are to specific demographics. Let the numbers show you how to tweak your scripts or reassign your agents to better serve your consumer base. Even the smallest adjustments can make the biggest difference if the customer feels that a Communicator is speaking to them on a more personal level.

Did we spark your curiosity? Learn more about the benefits business analytics can offer your company.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the American Teleservices Association (ATA). He also donates his time to serve on several University boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s higher honor, the prestigious Fulcrum Award.