Do real-time call analytics help? Only if you use them the right way

The contact center agent’s to-do list is a long one.

• Follow a script. (But don’t sound robotic or scripted.) 
• Remember compliance requirements. (But don’t forget to empathize with customers)
• Solve problems - or deliver bad news if it’s a problem beyond your control. (But don’t leave the customer unhappy or unsatisfied.)
• Act pleasant and professional, even in the face of rudeness and frustration. (But don’t lose your cool.)

The last thing they need is something that distracts them or makes their job harder.

Call analytics software has evolved to include real-time agent assist options. Yet, many of them create more problems without delivering real results. 

Pop-up notifications and real-time alerts can help in theory. In practice, many platforms only provide notifications of the obvious or unnecessary.

Recently, a Tethr team member visited a call center that used another real-time solution (not Tethr's). Guess what he observed? Agents minimized the screen with real-time guidance and ignored notifications. 

Why? Some real-time call analytics solutions don't provide value, just distraction.

That’s alarming for a few reasons. The company spent money on something the agents don’t actually use. Their agents still scrabble for relevant information with handmade post-it notes reminding them of correct responses instead. That’s why when Tethr launched our real-time solution, we wanted to focus only on what information would actually help agents do their job better.

What kind of real-time call analytics are helpful?

What do they need in the moment? Well, if you could give your contact center agents any super power, what might you choose? 

• Encyclopedic knowledge of how to fix anything
• Customer mind-reading, guaranteeing they use the perfect replies and offers for upset customers
• Photographic memory of every compliance step

We may not have magic, but we do know how to use artificial intelligence to improve customer service. Real-time agent assist options can help your agents by automatically providing them with the reference materials to troubleshoot problems or navigate a complex, uncommon situation just by recognizing what customers and agents are discussing. 

When AI recognizes certain situations or sentiments, agent assist can also provide suggested rebuttals, offers, or phrases that could help - replacing the wall of sticky notes and becoming like a guide whispering in the agent’s ears with the answers they wish they automatically knew.

How can supervisors benefit from real-time call analytics? 

But what about the supervisors? How can they keep track of what their team is doing in the moment and intervene before it’s too late? Supervisors don’t need the same information agents need - and don’t have the risk of distracting them from their ongoing customer conversations when they look at an analytics dashboard.

Real-time call analytics can help supervisors monitor the performance and behavior of their agents across multiple channels and metrics. They can see how long calls are taking, how customers are feeling, how agents are complying with policies and procedures, and how well they are resolving issues. With platforms like Tethr, they can also select how they want to be notified and about what.

For example, if a call is going south or an agent needs help, the supervisor can quickly scan a real-time call transcript and immediately understand the situation. 

They can use features like live call monitoring to listen in, provide feedback, or join the conversation as needed. This way, they can prevent escalations, improve customer satisfaction, and coach their agents on the spot.

Real-time call analytics are not only beneficial for agents and supervisors, but also for the business as a whole. They can help optimize workflows, identify best practices, improve quality assurance, and increase revenue. By using AI to analyze and act on customer conversations in real time, contact centers can transform their operations and deliver exceptional service.