What do you do when the call volumes and costs of your call center are on the rise? If you’re like many managers, you try to automate further. That’s sensible, since automated self-care menus and other applications let you handle higher call volumes and be stingier with staff. In addition, call lines unclog and customers stay relatively happy.
But wait. Those routine informational queries and requests that you’re trying to funnel into automated channels can hold valuable messages for senior managers. So-called low-value calls may be signaling more fundamental problems in areas such as customer record keeping, billing systems, or even product quality. Mining the content of those calls can help you diagnose underlying ills and provide for lasting business improvements.
Are you listening to your call center?