Running a business is not without its challenges, but we live in an era where there’s more data available to us than ever before—data with the potential to help organizations spot trends, understand performance, and make more informed decisions. Because of this, analytics should be an integral tool for shaping your company’s success.
Reaping the rewards of data-driven decision-making is not just about everyday performance though, but it can have a profound impact in creating actionable insights that can be used to optimize management, coaching, and training.
To learn more, let’s unpack the wide-ranging value of analytics.
Unlocking Potential to Drive Performance
Key Performance Indicators (KPIs) play a critical role in the success of any company, providing a clear way to track individuals and teams and measure your progress toward strategic goals and objectives. But mining the data needed to measure them isn’t always easy. Fortunately, this is where analytics comes in.
With the right analytics, it’s easy to assess progress, identify areas in need of improvement, and make adjustments to team performance. Meanwhile, continuous—and, key word: effortless—monitoring ensures that strategies remain aligned with objectives and that resources continue to be allocated effectively.
This is what led Aircall to launch Analytics+, our optimized one-stop shop for all your analytics needs that builds on our basic analytics offering. With dashboards that offer you deep dives into inbound and outbound calls, user activity, and unanswered calls, Analytics+ gives you everything you need to know about your sales and customer support teams.
You can easily view your team’s KPIs, reach an even more granular level of detail, and find a wealth of information that makes it easy to determine how you can reach your sales and performance targets.
What’s more, when paired with Aircall’s game-changing AI capabilities, Analytics+ can provide a better understanding of the market, your competitors, customer likes and dislikes, and emerging trends.
Businesses can then use this information to tailor sales scripts, products, services, marketing strategies, and more to meet evolving customer needs.
"What gets measured, gets managed. Aircall gives me an accurate way to track agent availability, prevent missed calls, redirect calls, and change workflows within seconds. Our employees know what’s expected of them and how their performance will be measured. As a result, the overall performance of the company has improved.”
— Steve Burt, Head of Customer Experience, Trussle
Effective Management Through Analytics
Of course, analytics aren’t just necessary for optimizing performance or steering the direction of your business—they are vital to embodying a more effective style of management.
Analytics empower managers to make data-driven decisions, improve operational efficiency, and remain agile. By analyzing historical and real-time data, decision-makers can gain a deeper understanding of internal operations.
For instance, analytics can inform resource allocation, using data to identify the times when more reps are needed to answer calls and times when fewer reps are needed.
To explore this further, let’s look at the Unanswered Calls Dashboard included with Aircall’s Analytics+ offering. This puts data at the heart of your decision-making, making it easier to see exactly when calls are being missed, along with the main reasons your reps couldn’t pick up. As you start to address these reasons, you can even see how your unanswered call metrics evolve over time, keeping your finger firmly on the pulse.
It’s no secret that your tools are at their best when working in harmony. Using Analytics+ alongside a feature such as Business Hours means you can tailor rep availability and ensure a more responsive experience for your customers.
“The reporting function is something that we use on a daily basis. We don’t want to micromanage people in regard to the number of calls they’re making, but to have that information available at your fingertips is hugely valuable, especially when you’re setting individual performance KPIs."
— Ephram Stephenson, Founder, Collar Group
Personalizing Training to Power Performance
Another great way to make your data works harder for you is by designing and delivering employee training programs, with analytics helping you pinpoint the areas where employees are performing well and where they need a helping hand.
This data can also be used to create custom development plans that get the most out of every team member. The data you continue to get will even tell you how effective your training has been and what needs to change when it comes to your own performance, too. We know—not even you can hide from analytics!
“Roles and permissions and the ability to do live coaching and live listening have been very valuable for us on training new agents, measuring CSAT, understanding where things went wrong, and providing hard examples on how we're going to course-correct to improve."
— Andrew Katz, General Manager of Operations, CloudTrucks
Choosing the Right Analytics Solution for You
There’s no question that analytics is a worthwhile investment for your business. But the solution you opt for still needs to be the right one for you. It’s therefore important to consider your requirements before choosing an analytics solution. To help, we’ve devised some questions worth asking up-front.
What are you hoping to achieve?
Not all analytics are born equal, and your needs will determine which solution is best for your business. Do you need a platform that tracks call data, for example, or are you looking for something more specialized?
What information are you missing?
As mentioned above, analytics can also be used to develop training plans and steer the direction of your team’s development. So what metrics—e.g., talk-to-listen ratios, unanswered calls, average talk time—can help you achieve this?
Could you already have access to analytics?
There are plenty of dedicated analytics solutions out there, so before jumping in, check out the integrated offerings from the platforms you already have as part of your tech stack.
For example, Aircall offers a comprehensive selection of analytics dashboards, with metrics covering everything from individual and team KPIs to call duration and response times and customer satisfaction.
Built to transform your organization, Aircall’s latest Analytics+ delivers even greater insights, offering you the ability to zoom in on call activity through interactive graphs and data exports, enabling businesses to break down data by user, team, and line activity.
“With Aircall, we can track everything through advanced dashboards. Things like, how many calls sales reps made this month versus last month and when the busiest hours are. These are precisely the data points that physical phones don’t give you, and these are critical performance metrics for us.”
— Genesis Garcia, Partner Manager, Plecto
The Future of Analytics in Support and Sales Operations
Analytics is already proving game-changing for many organizations, but it’s not set to stop there. That’s because AI is helping shape the analytics landscape even more, bringing more advanced data to the forefront and making it easier to process large volumes in half the time.
This is ideal for any organization, but especially those smaller to medium-sized ones who find themselves short on time and resources.
With analytics helping to identify patterns, predict trends, and provide proactive recommendations more effectively than ever before, they can now breathe easy, with access to the same tools as their larger counterparts.
As a result, companies will continue to extract even greater value from their data and continue on their growth trajectory.
Want to make your data work harder for you? Find out more about Analytics+ today by trying Aircall for free.
Published on January 2, 2024.