We bring you everything you need to know about identifying call drivers in this Insights & Impact episode. Chris Browne, our Head of Insights, discusses how our dedicated Insights & Intelligence team use Conversation Analytics to identify call drivers which helps our customers optimise marketing activities to drive more of the money-making magic i.e., callers that will convert to customers.
Ready for some snack-size insights? Grab your headphones and listen to the latest episode below.
As discussed by Chris, Conversation Analytics can be used to keep an eye on when specific keywords are coming up in conversation. These could be keywords that either relate to sales, service, or general enquiries. For example, you could classify a call as sales-related whenever the terms "booking" or "payment" are mentioned. On the other hand, you could also categorise service-led calls if terms like "opening hours" or "servicing" were mentioned.
As Chris says, this is especially useful when you want to understand the challenges and motivations that lead to certain calls so you can drive more positive outcomes on the calls that matter most.