People often speak of business intelligence (BI) in the same breath as “business performance improvement” (BPI) and “informed decision-making.” Both statements are true and entirely applicable to the modern call center. However, business intelligence holds other benefits for your call center or collections agency. We discuss a few of them here, alongside the aforementioned BPI and decision-making.
Allow yourself to dream a little. What if you could change day-to-day operations for the better and thereby improve overall business performance? Business intelligence seeks to do exactly that.
BI, which you can implement with TCN’s call center technology, turns up information never known before. Daily operations become something decipherable rather than a never-ending mystery. As a result, you become a master sleuth, solving call center bottlenecks with insightful and easy-to-implement business intelligence.
In the advertising world, professionals have long joked, “Half the money I spend on advertising is wasted. I just never know which half.” The saying finds application in other verticals; too many people still take stabs at what’s delivering a solid return and what’s not.
Business intelligence transforms the dynamic. You always know what your money is doing and how your investments — people, technology, et cetera — are performing. That is,you become informed, and informed people make sizable (and quantifiable) business impacts through better decision-making.
Business intelligence, when integrated with call center operations, also enables greater TCPA compliance. It serves to help call center agents follow best practices and mandated guidelines, while also safeguarding your agency from claims and complaints.
“How?” you ask. The answer: when business intelligence weds itself to call center technology, you gain a rich history, as well as real-time data.