Highly dependent on your use case, INFORM and Advanced Analytics come with a wide variety of analytics to help you understand where your programs might be struggling to help you improve them.
Consider the call resolution flow options
- The call is ignored
- The call is declined (decline rate)
- The call is answered (answer rate) but then the callee hangs up
- The call is answered and the person talks to your agent for at least 10 seconds (talk rate)
- The call is answered and the person talks to your agent for at least 60 seconds, engaging them for your call purpose and moving to a successful call resolution (engagement rate)
Each possibility has indicators depending on where your calls seem to be failing. Depending on your program goals, you can select the metrics and visualizations which help you best see where your programs might be improving.
- If you have high-importance calls that require low talk times like outage notifications, delivery notifications, appointment reminders, or school even reminders, just having answer rate, contact rate and talk rate go up might be what’s important to you.
- However, if you are selling things or doing something which requires more time, answer rate might not be nearly as important to you as engagement and success rate.
- If you are working through an extremely high value lead list, you may not care about calls per individual or even answer rate but contact rate and success rate are critical to your success.
Advanced analytics includes a wide range of metrics so you can pick the KPIs that best suits your use case(s). Make sure and check out What additional features do I get from Advanced Analytics?