Mike Mezzanotte, Chief Revenue OfficerWhen the combined data generated by both powerful call analytics and contact centers merge together, these valuable insights can help companies create effective campaigns and positive sales results. Proper analytics can provide a healthy performance report, but they can lack the contextual elements of customer experience. Thanks to the rise of a multitude of online channels, digital marketers are now pro-actively incorporating call analytics into their reporting strategies to make their clients’ overall journey resourceful. This is where a Los Angeles-based company Dial800 works with its clients and contact centers for unified call management through their offline and online call analytics and routing software, along with open API integration.
“We help our clients manage the success of inbound call campaigns by routing to multiple contact centers based on a variety of real-time contact center performance data points. We also work closely with contact centers to handle load balancing, conversion rates, average handle time, and abandon rates,” asserts Mike Mezzanotte, Chief Revenue Officer, Dial800. The company’s solution provides contact centers with support for traffic, call analytics and tech troubleshooting, while adding an invaluable trust and validity guarantee for client relationships.
Mike highlights that the current trend in the contact center technology solution space is delivering even more intel, with new data points, such as buying triggers, intent levels, and targeted call handling based on caller interest. Dial800 recently released its Voice Analytics AI feature to dynamically tag calls based on keywords or phrases spoken. Additionally, the company’s caller sentiment rating transcribes and assesses caller mood through keyword detection and displays a visual icon of whether the caller is happy/satisfied, neutral, or upset. Routing will then be adaptable based on the caller sentiment to the most appropriate recipients. With Dial800’s 100+ pre-programmed KPI reports, clients can quickly create customizable dashboards for any data point and instantly view stats and intel on how campaigns are performing.
The company’s solution pushes call data quickly to its clients’ contact center to ensure that they are successfully handling as many calls as possible.
It generates an automatic alerting mechanism that transmits information directly to contact center software to avoid overflow call volume issues like traffic spikes or an unusual level of incomplete calls. This accordingly triggers notifications on the contact center software to redirect calls to another overflow recipient. Conversely, contact centers pass back the results on connected calls, conversions, revenue generated, talk time, and CSR rep details, allowing clients to close the loop from campaign to call completion results.
We help manage the success of inbound call campaigns by routing to multiple centers based on real-time performance data points
As an example, one of Dial800’s clients was using three separate contact centers but were noticing that they were still having coverage issues during the weekend. The company’s call analytics successfully drafted a report on call volume per center and simultaneously compared with complete call percentages and average wait times. “With this intel, we modified their routing to give priority to the center that was handling calls more consistently. We also discovered in the process that particular contact center staffed up on weekends vs. staffed down,” says Mezzanotte. This resulted in keeping all the contact centers within the routing profiles, but the weekend contact center has a larger allocation of calls routed to them. It resolved the dropped calls, improved success rates, and increased revenue.
With a clear picture on its roadmap, Dial800 has recently upgraded their entire platform to a more responsive environment with one-screen routing and reporting management. They are also extending the capabilities of their platform with more analytics tools, routing based rules, and advanced API capabilities. “We are building out our pay per call platform which will assist clients in bidding on new call volume. As a carrier, we offer highly competitive rates that can have a significant impact on a center’s bottom line. Our goal is to make everyone aware of this value-add service with Dial800.” concludes Mezzanotte.