CV_SepOct_22

Opening spot art, see Aircall advertorial from last issue to copy formatting. Lessons Learned: How Three Aircall Customers Leveraged Call Center Analytics to Improve Team Performance It’s no secret how organizations that prioritize a great customer experience outperform those that don’t. 84% of companies that work to improve their customer experience report an increase in revenue, and brands that focus on CX bring in 5.7 times more revenue than competitors. When it comes to unlocking those benefits, few tools have as big of an impact as call center analytics. They enable you to identify the tweaks you need to make to boost performance and empower your team to excel in their customer interactions. But don’t just take our word for it! Take a closer look at how three of our customers use call center analytics to supercharge their team performance. Improving Team Performance with Integrations Plecto’s software consolidates data and analytics from numerous systems and organizes them into simplified, meaningful reports. As the company continued to grow, its sales team noticed that relying on regular mobile phones was leaving them with serious limitations. By shifting to Aircall’s cloudbased call center, they’ve been able to track total calls and busy hours in a single dashboard. With those insights, Plecto is able to boost team productivity and offer a strong customer experience. As Genesis Garcia, Plecto’s Partner Manager, says, “A business phone system should do more than just call. This is what Aircall does for us. The ease of the integration with Salesforce and other systems is why we think this Aircall is so great.” Implementing a Single Communications Provider to Track Team Performance Go Global Travel has a network of more than 1,000,000 hotels and apartments across over 70,000 locations— along with a user-friendly platform that helps travel agents book everything they need for their clients. However, before switching to Aircall, the customer service and operations team struggled to track whether they were delivering a positive customer experience. The team needed a single communications provider for all of their 18 offices with a fuss-free setup process and robust call center analytics to measure KPIs like missed calls, average wait time, call duration, and more. Liat Yaakovi, head of customer service and operations, says, “The Aircall system is very flexible and easy to use, the service is very reliable, and call quality is very stable. We field more than 25,000 calls a month, the price for international calling bundles is very fair, and the support is fantastic. Even though we can do everything independently, we’re never alone or feel like we need to struggle. Someone is always there to help us.” Creating Efficient Support Processes Growing 300% in a year, The Cookware Company is no stranger to moving fast. Following a partner recommendation, it chose Aircall so the team could leverage its connected app marketplace and its ability to track call metrics. As Ludovic Leleu, Customer Support Manager at The Cookware Company says, “Within two months, we cleared our backlog of tickets. We had a negative NPS of -25 and we moved it to +45. We had a CSAT that was around 50%, and now we are at 85% to 90%. Availability on calls is awesome – we have virtually no missed calls.” Interested in leveling up your sales and support offering and learning more about the analytics Aircall can place at your fingertips? Contact us at nachannelsales@aircall.io. Lessons Learned: How Three Aircall Customers Leveraged Call Center Analytics to Improve Team Performance 71 SEPTEMBER - OCTOBER 2022 | CHANNELV ISION

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