BeginnerAnalytics
Call Analytics Expertise
Modern phone systems generate a wealth of information about how your customers and teams are communicating. This course teaches you how to unlock that data and use it to improve performance. Through hands-on exercises and expert guidance you will learn to collect, visualise and interpret call volume, abandonment rates and quality scores. By the end of the session you will be able to connect built-in reporting tools to your business objectives and turn numbers into action.
Why this course matters
- Pinpoint internal problems quickly and resolve them before customers notice.
- Defend business decisions with real numbers rather than guesses.
- Get reports delivered automatically so you can focus on improvement rather than data gathering.
- Stay ahead of communication problems and boost client experience by acting on trends.
What you’ll learn
- Call analytics fundamentals how call analytics works, the difference between descriptive, diagnostic, predictive and prescriptive analytics and why each matters.
- Key performance indicators such as Average Handle Time, First Call Resolution, Customer Satisfaction, Net Promoter Score, Call Abandonment Rate, Average Speed of Answer and Call Transfer Rate, and how they are calculated and interpreted.
- Volume and trend analysis – tracking total versus missed calls, identifying peak hours and understanding call patterns over time.
- Agent and group performance – evaluating talk time, hold time, after-call work and identifying coaching opportunities.
- Quality of Service and voice quality – understanding Mean Opinion Score (MOS), packet loss, jitter and other media-level metrics to diagnose call quality issues.
- Reporting tools and dashboards – navigating the analytics portal, applying filters and exporting data to build insightful reports.
- Advanced analytics and AI – how speech recognition, sentiment analysis and machine learning can surface hidden insights and automate call reviews.
Practical applications
- Build custom dashboards showing call volumes, missed calls and peak traffic to inform staffing decisions.
- Segment data by site, queue or agent group to compare performance and uncover bottlenecks.
- Use quality scores and MOS trends to troubleshoot network issues and improve the customer experience.
- Configure automated alerts and scheduled reports so you’re notified when service levels drop.
- Leverage AI transcription and sentiment analysis to discover themes in customer conversations and adjust processes accordingly.
Syllabus
Who should attend
- IT administrators and telecom managers responsible for managing phone systems and ensuring service quality.
- Customer service leaders, contact centre supervisors and operations managers who need to monitor agent and queue performance.
- Business analysts, product managers and executives looking to use call data to inform strategy and resource planning.
- Anyone seeking to transform raw call data into actionable insights and improve customer experiences
Get in Touch
Empower your team to make data-driven decisions with call analytics.
To learn more contact us or enroll below.
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Our sales executives will discuss pricing options with you.
SKU: CALL-ANALYTICS-EXPERTISE
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