Leveraging Call Analytics to Stay Ahead of the Competition: Its Role in Success Stories For Australian Companies
Australia has become home to millions of competitive businesses across various industries. The growing competition has brought a more critical focus on innovation and efficiency, where call centre analytics reporting is vital.
Some of the major industries in Australia with high competition (finance and banking, retail, telecommunications, mining and resources, healthcare, technology, professional services, etc.) have adopted call centre data analytics in their business operations. The benefits of data analytics are visible in both large and small business phone systems. But why is this the case?
Australia has regulations and policies in place to promote competition and protect consumers. On the other hand, the growing startup ecosystem brings innovation and competition to established markets. These regulations ensure that businesses provide quality products and services, treat consumers fairly, and resolve disputes effectively. For this, the benefits of data analytics become more critical.
How Call Center Analytics Reporting Pushes Australian Businesses Forward?
Today’s businesses need more information about customer behaviour and call centre performance to improve processes and provide high-quality customer services. Call data record analysis with advanced call reporting systems provide valuable information about call volume, duration, outcomes, agent performance, and other metrics to make more informed decisions and gain a competitive advantage.
Call data record analysis provides a deeper understanding of customer behaviour and preferences. Businesses gain insights into customers’ needs, expectations, and pain points by analysing caller demographics, service level metrics, and satisfaction ratings. This knowledge allows for personalised interactions, resolution of issues, and exceptional customer experiences. Moreover, call centre analytics reporting empowers businesses to monitor compliance, assess call quality, and ensure to meet regulatory requirements.
From Traditional Call Centers to Data-Driven Operations
The change from traditional call centres to data-driven operations has occurred gradually over the past decades and plays a critical role in gaining a competitive advantage. Its use increased by 86% between 2016 to 2023. Traditional call centres primarily focused on handling incoming and outgoing calls, with limited data analysis capabilities. In recent years, on the other hand, there has been a shift towards data-driven operations in call centres. Businesses can optimise their processes with advanced reporting systems and other features and tools.
62% of contact centre teams believe that analytics and data will be the most critical factors in shaping the future of customer service. Surveys among top companies show that 83% of contact centres use some analytics technology to gain insights from their data.
To provide real-life examples, let’s explore well-known Australian companies that use advanced call analytics and how it helps them to achieve a competitive advantage and enjoy benefits.
1. Commonwealth Bank of Australia
CommBank is one of the largest and most influential banks in Australia. It is a leading provider of integrated financial services, including retail, business, and institutional banking and wealth management solutions. With a rich history coming over a century, CommBank has played a significant role in shaping the Australian financial landscape.
Analytics can enable CommBank to customise its offerings based on customer insights received from call data. The bank provides tailored product recommendations and targeted marketing campaigns by understanding customer preferences and needs through analytics features. This personalised approach brings increased customer engagement and loyalty.
2. Rio Tinto Limited
Rio Tinto is a global mining company operating in various minerals and metals. It is known for its involvement in exploration, production, and mineral processing like iron ore, aluminium, copper, diamonds, and more.
It is another leading company in Australia that uses analytics features. In a mining industry context, analytics can help monitor and analyse safety-related calls and incidents. By analysing patterns and trends in these calls, Rio Tinto can identify potential risks, implement preventive measures, and improve safety protocols. The features can be helpful for the company to gain insights into their communications with suppliers, stakeholders, and partners.
3. Australia Post
Australia Post offers advanced postal services to individuals and businesses. It includes mail delivery, both domestically and internationally and parcel delivery services. As a government-owned postal service provider in Australia, it operates an extensive network of post offices providing accessible and convenient postal services to communities.
Analytics is a valuable tool for the Australian Post to identify cost-saving opportunities. By analysing call data, the postal service can identify areas of high call volume or long call durations that may indicate inefficiencies or opportunities for process improvement. By optimising call handling processes, reducing call wait times, and implementing self-service options, Australian Post can reduce costs associated with customer service operations.
4. Coca-Cola Amatil Limited
Coca-Cola Amatil is a leading beverage company that manufactures, distributes, and markets a range of non-alcoholic beverages in Australia, New Zealand, Indonesia, Papua New Guinea, and Fiji. Do you think that Coca-Cola has experienced success all the time? It has also faced challenges, such as changing consumer preferences, regulatory changes, and market competition. The company’s ability to adapt to these challenges and enhance growth opportunities has brought to its continued success and position as a leading beverage company.
Analytics is a valuable tool for Coca-Cola Amatil to gather insights into customer interactions and preferences. They get information to understand customer needs and preferences, which enables them to make data-driven decisions regarding product development, marketing strategies, and customer service improvements.
5. Wesfarmers Limited
Wesfarmers Limited operates in retail, industrial, and resource sectors and is known for its portfolio of well-established brands. Wesfarmers’ success can be attributed to its strategic approach, customer-centric focus, and commitment to sustainability. It owns and operates various retail brands, including Coles, Bunnings Warehouse, Kmart, Target, etc.
The company uses analytics tools which surely provide them with valuable insights into customer needs, preferences, and pain points. Thorough research helps them shape their product development strategies, identify areas for innovation, and tailor offerings to meet customer demands.
6. Australia and New Zealand Banking Group
Australia and New Zealand Banking Group is one of the largest banks in Australia and New Zealand. It offers a broad range of banking and financial services to individual and business customers. The bank’s strong market presence and extensive distribution channels contribute to its success in attracting and retaining customers.
The company strongly focuses on innovation and digital transformation and integrates tracking to enhance its customer experience and operational efficiency. The bank has invested in digital platforms, mobile banking applications, and online services, providing customers with convenient access to their accounts and enabling seamless transactions. Its strong adoption of digital tools helps to stay competitive.
7. Amcor Limited
Amcor is a global packaging company in Australia that uses analytics solutions. It specialises in developing and producing packaging solutions for various industries, including food, beverage, healthcare, and personal care.
The company invests in research and development to drive innovation in packaging solutions. It collaborates with customers, industry partners, and research institutions to develop sustainable packaging technologies, improve product performance, and enhance consumer experiences.
Using analytics features can provide the companies of these industries insights into customer demand patterns. By analysing call volumes, peak call times, and types of inquiries, Amcor can anticipate customer needs and adjust its operations based on them. The information can help optimise staffing levels, and inventory management, ensuring that Amcor is well-prepared to meet customer demand effectively.
8. Brambles Limited
Brambles is a supply chain logistics company that provides pallet and container pooling services. With operations in more than 60 countries, Brambles specialises in pooling and sharing reusable pallets, crates, and containers for the movement of goods. It operates through its subsidiaries, including CHEP and IFCO, and serves customers in the fast-moving consumer goods, fresh produce, retail, and other industries.
In the supply chain and logistics industry, as Brambles operates, analytics provide insights into sales interactions and account management activities. By analysing call data, Brambles can identify sales opportunities, track customer preferences, and optimise account management strategies. It leads to increased sales effectiveness, customer retention, and revenue growth.
9. Qantas Airways Limited
Qantas is one of the oldest and most trusted airlines in the world. Known for its extensive domestic and international network, exceptional safety record, and reputation for quality service, it offers tailored services to different types of travellers. It operates various classes of service, including First Class, Business Class, Premium Economy, and Economy, providing passengers with options to suit their preferences and budgets. The airline focuses on delivering a high-quality travel experience, offering amenities such as comfortable seating, in-flight entertainment, and premium dining options.
The company uses analytics to maintain a competitive edge in the dynamic aviation market. Metrics such as call duration, first-call resolution rates, and customer satisfaction scores can be tracked and analysed to measure call centre efficiency and the team’s performance, which is critical for this industry.
Jet Interactive’s analytics solution offers businesses a powerful tool to gain a competitive edge in today’s competitive market. Companies can get valuable insights that explore growth opportunities, enhance customer satisfaction, and optimise marketing strategies by analysing customer interactions and using innovative solutions.
With its advanced features, real-time reporting, and hassle-free integration capabilities, Jet Interactive’s Analytics empowers businesses to maintain a leading position in an increasingly customer-centric business environment.