Call Centre Optimisation

Hundreds or thousands of calls coming into your call centre every week presents an excellent opportunity to get to know your customers better.

Call centre systems usually track the number of inbound calls, the duration of calls and how long it takes to resolve what they are calling about. While these statistics are useful, it is only the tip of the iceberg in terms of the valuable information that is available.

Often the "gold nuggets" are trapped in the free-text notes, which are typed into the system by call centre staff. Datamine has developed a free-text mining solution, which categorises calls and enables organisations to understand what prompted a call, how many others have called about the same issue, who is calling and what they look like, and who the most frequent callers are. This information is extremely useful for informing your business operations and call centre staff training.

Additionally, Datamine has developed a patented solution called CommsMatch which uses artificial intelligence to match staff to customers or prospects in order to maximise positive business outcomes. In an outbound telemarketing environment it outperforms the positive outcomes that predictive modelling can achieve, but this tool can be used effectively to manage inbound calls also. CommsMatch has the ability to analyse a vast array of demographic variables and pinpoint the individual characteristics that can make the difference between a positive and negative response. CommsMatch improves the potential value of every contact opportunity at minimal incremental cost.

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