By now everybody who has the CIO task has actually found out about “big data”. What this is everything about is using modern analytical tools to process huge amounts of data in order to identify trends and chances for the business that were formerly unidentified. The IT department plays a leading role in the big data transformation since we are the ones who are keeping all of the data and we are responsible for purchasing and utilizing the tools that will allow us to process that data. This is all well and fine, once you have these glossy brand-new tools, where is the best place to use them? It turns out that the answer to this question just might be the call center.
Why The Call Center Is Ripe For Big Data Processing
All too often IT can ignore the company’s call center. No matter if this is a function that is handled in-house or if the business has actually outsourced it, the call center is where a good deal of the business’s contact with its consumers takes place. What this implies is that any information that can be gathered about how those contacts go is extremely valuable undoubtedly. Understanding this, the individual in the IT position requires to take charge and do some investigation.
Find out more about Fusionex International on their website
Collecting data from a call center is something that is probably currently being done at most companies. Call centers already have many systems in place to gather quantitative data. This kind of information includes such things as number of calls received, call length, average hold time, and resolution rate. The issue with collecting this data is that it is pretty much all agent and performance associated. That’s great things, but it’s not going to tell the business anything about individuals who are calling.
Right now there is a revolution going on within many call centers. In order to conserve cash and become more effective, call center representatives are being asked to handle a larger range of concerns and connect with consumers utilizing a greater number of channels. These channels can now consist of social media and online forums. What this implies for the company is the old way of collecting call center information is no longer going to operate in this brand-new world.
What Big Data Can Create From Call Center Data
This is where the importance of information technology comes in to play. Plainly a single data center has the capability to produce a lot of tape-recorded data daily. Your job as a CIO is to produce the systems and the procedures that are going to be able to take that big data and gain insights into what the company’s consumers actually desire.
One of the ultimate goals of applying big data innovation to the call center is to supply the consumer representatives with more information when they begin to have a discussion with a customer who has contacted. What you would like your big data systems to be able to do in real time is to let the customer representative know what the customer’s mood is and to supply them with the info that they are going to require in order to ensure that the consumer has an excellent experience.
Among the huge changes that the big data tools can bring to a call center is their ability to work with a range of different kinds of data. What this suggests for you as the CIO is that you can apply your big data tools to the mainly text-based interactions that representatives are having with the company’s customers. With the right set of big data tools you’ll be able to analyze your representative’s call records, determine what your consumer’s genuine concerns are, highlight emerging trends and patterns, and generate early-warnings of problems that may become significant issues.