Leveraging Post Call Analysis AI for Competitive Advantage

Posted by info@waanee.ai, on 01 Sep, 2023 10:11 AM

Post Call Analysis is a process that involves reviewing and assessing the quality of calls in call centres by using a defined set of criteria. It is also known as call monitoring or call auditing. It is an essential part of customer service strategy as it helps in understanding the customer’s perspective and improving the quality of service.
There are a lot of advantages of practicing post call analysis in every business. Right from ensuring the quality of interactions, to training and development to compliance as well in the process of product and service improvement, the use of post call analysis is important.
It is safe to say that in the competitive and evolving world of business, a post-call analysis is an imperative part of the customer service process for any commercial venture

The Challenges Faced in Processing Post Call Analysis Data: 

Post call data analysis is a highly important task for any business. Businesses rely on this analysis to add value to their business, in changing the way the work and in making the business more customer centric. It is therefore important to understand the kinds of challenges that businesses face in the process of analysing post-call data. Here are some of the issues that are faced: 

Data Volume: In large setups, there may be hundreds of calls that may have to be processed for data analysis. 

Data Structure: Since the analysis is for calls, it is impossible to expect structure in the data body, which makes it much more complicated to analyse the data. 

Data Quality: Data quality in a call may not be extremely viable because of a lot of conditions right from disturbances in communication lines to the style in which customers may have spoken. 

Expertise: Businesses need to compulsorily hire experts that can work efficiently with call data so that an accurate analysis may be carried out. A lack of expertise may affect the entire analysis.

 Cost factor: Analysing of voice data may end up costing businesses a lot of money owing to the expertise and experience that is needed in the task.

The Influence of Artificial Intelligence In Post Call Analysis Functions

Just like in everything else, the use of AI in the arena of post call analysis is also gaining popularity. More and more contact centers are making the shift and indulging in the use of AI for functions like post call analysis. Here is a list of functions made possible with the use of AI in the field of work: 

Transcription Service: With the help of AI, audio may be converted to text, helping in a better understanding and use of the data, cutting down on hours of manual work. 

Sentiment Analysis: Just like humans can gauge emotions, the best AI powered post call analysis tools can gauge human sentiments and decode them for offering refined services. 

Spotting Keywords: The smart technology powered by AI helps in identifying keywords in conversations that indicate the sentiment or the mood of the caller. 

Trend Analysis: Trends can also be identified with the use of the AI tools for post call audit

Compliance: with the help of your AI driven post call analysis tools, a business can closely manage compliance adherence with ease.

Performance Monitoring: The use of AI post call analysis can also find out the areas where employees may need training and assistance in getting better at the job. 

The use of AI in these tasks not only adds efficiency and accuracy to them but also helps in getting the jobs done quickly.

The Advantages of Using AI in Analysing Large Volumes of Call Data

There are a lot of advantages that are in general seen with the use of AI technology in the course of running business. The use of such technology in post call analysis is even more for several reasons. Here are some of the most important reasons why the use of AI in post call analysis is important especially in the analysis of large volumes of call data: 

1. Efficient Analysis: AI can process and analyse large volumes of data much faster than a human could. This means that insights can be drawn in near real-time, enabling quicker decision making.

2. Pattern Recognition: AI algorithms are particularly good at identifying patterns and trends in large data sets, which would be difficult and time-consuming for humans to identify. This can allow businesses to spot trends or issues early and act accordingly.

3. Predictive Analytics: AI can use historical data to predict future behaviours. This is particularly useful in a call centre setting, as it can help forecast call volumes, identify peak times, and plan staffing levels accordingly.

4. Improved Customer Service: AI can analyse call data to identify common customer queries or complaints. This information can then be used to improve customer service, either by addressing these issues directly or by training staff to handle these queries more effectively.

5. Cost Savings: By automating the analysis of call data, businesses can save on the cost of hiring and training data analysts. Moreover, by identifying trends and making predictions, businesses can operate more efficiently and reduce costs in other areas.

6. 24/7 Availability: AI systems can work round the clock without getting tired or needing breaks. This means that data analysis can continue outside of normal business hours, ensuring that insights are always up-to-date.

7. Personalization: AI can analyse call data to understand individual customer preferences and behaviours. This can help in delivering personalized customer experiences, which can increase customer satisfaction and loyalty.

8. Elimination of Human Error: With AI, the chances of errors that normally occur in manual data analysis can be significantly reduced. This ensures more accurate and reliable results.

9. Scalability: As a business grows and the volume of call data increases, AI systems can easily scale to meet the increased demand without the need for additional resources.

10. Real-Time Monitoring: AI enables real-time monitoring of call data, which is not practical with human monitoring. This can help in immediately identifying and addressing any issues, thus enhancing the overall performance.

Best Practices in The Use of AI Technology in Post Call Analysis

While it may sound most viable to make use of AI in the process of post call analysis for any kind of a business, it is also important to make sure that certain best practices are followed in the process of applying AI technology in post call audit: 

1. Data Management: AI needs data to learn and become more effective. Therefore, it’s crucial to have well-maintained, clean, and organized data.

2. Training: AI technologies are only as good as their training. Use a diverse array of call data to train the AI and conduct regular updates to adapt to changing circumstances.

3. Transparency: Be open about your use of AI technology in post call audits. Inform your customers about its purpose and how it enhances your service.

4. Security: Ensure the AI system is secure to protect sensitive customer data. Regular audits and updates are necessary for maintaining security.

5. Compliance: Make sure that the use of AI technology complies with all relevant regulations.

The use of AI technology in post-call audits has immense potential. It can automate routine tasks, enhance customer service, and provide useful insights. However, proper implementation and management are essential to reap these benefits.

With Waanee AI leading the way, the path to a sustainable competitive advantage becomes clear—offering a future where data-driven insights reshape industries and propel businesses toward unprecedented success.

 

 

 

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