Call Analytics in VoC

Call analytics

Call analytics is a VoC dashboard that displays charts on key insights observed in your call correspondences.

Importance of call analytics
The conventional mode of communication, calls, are versatile and on-demand when it comes to understanding and resolving customer requirements. However, identifying and resolving issues on-the-go, is just one advantage of jumping into a call. Calls are an actual treasure trove that could reveal subtle cues that were not intentionally part of your agenda.

Let's look at how call analytics can help your business!
  1. Discovering customer interests: Along your lengthy sale pipeline, you will have discussed varying subjects with your prospects and customers. Imagine your prospect has a deal open to buy 5000 laptops. However, in order to find out company's other offerings and validate a potential future requirement, they might want to turn the conversation to mobile devices. While this might not change the current requirement, an enquiry about mobile devices is added information that hints about their interests.
  2. Unravel customer opinionsThere may be a number of mediums like NPS, feedback surveys, review platforms, and so on, to learn about customer opinions. However, a medium as simple as a call can effortlessly transcribe customers' opinions. Let's take the case of Sid. Sid made a recent purchase of a gaming laptop. Unfortunately, the laptop didn't perform as expected and an anxious Sid dialed the customer care and expressed his disappointment. He said that the laptop he bought is faulty and that he wants a replacement. The customer support agent troubleshot the issue and arranged for a quick replacement. Pleased by the quick workaround, he said thank you for the great customer service.

    Here, the words, faulty, replacement, great customer service are natural yet unaccounted expressions that translate their opinions about your business.
From both the examples you can infer that calls are capable of revealing personal insights which otherwise the business might have missed to explore. Thus, call analytics are as important as any analysis to learn about your customers.

Call analytics in VoC  

Keyword cloud charts

The Voice of the Customer feature in Zoho CRM comes with two keyword cloud charts under the call analytics dashboard.
They are
  1. Frequently spoken keywords by agents: The agent cloud will include popular keywords spoken by agents in your organization. You can evaluate if they are adhering to your company policies and scrutinize any negative connotations in a customer call.
  1. Frequently spoken keywords by customers: The customer cloud will include frequent keywords uttered by the customer. These are excerpts of candid customer expressions  you can use understand your company's reputation and perception.
These charts display the popular keywords observed in calls made in your business. Based on the number of mentions thus far, the size and prominence of a word varies. Zia also classifies the keywords as positive, neutral, and negative and color code them based on the nature of the keyword. Red indicates negative keyword, yellow indicates neutral keyword, and green indicates positive keyword.

How are these keywords aggregated from your calls?

Zia employs its call transcription feature to identify and aggregate keywords.

Let's take a quick look at this call intelligence!

Call transcription- a quick look
Call transcription is the ability to transcribe your call recordings from speech to text using Google's speech recognition service. After the recordings are transcribed, Zia will analyze the transcribed texts and identify and classify the speakers as agent and customer based on the tonality and etiquette exhibited in the call. It will then weed out all the fillers, profane words, and other trivial mentions expressed in the calls and aggregate the top 30 frequently used words as word clouds. This enables administrators and managers to learn the popular trends in your business at a glance.

Business scenarios

Decipher customer expectations
Let's look at the dialogue between an insurance agent and the customer.

Dave: Hello, thanks for reaching Zylker Insurance. I'm Dave, How can I assist you today?
Theodore: Hi Dave, I'm Theodore. I saw an ad about your insurance offerings. I would like to learn about different health insurance tiers. Can you tell me more?
Dave: Absolutely! There are three health insurance tiers available: Premium, Ultimate, and Platinum. All the three are flexible and customizable.
Theodore: Great. Can you send me a comparative brochure about the benefits all three offer?
Dave: Sure thing. I've sent an email with the information to your registered email address. Is there anything else I can help you with?
Theodore: Ah yes! I would like to know if these plans are for an individual? I am also interested to know about family health insurance. By any chance, does Zylker have such a bundle?
Dave: Unfortunately, we only have individual plans currently. However, you can add your spouse as a nominee and customize the maturity distribution.
Theodore: Oh, that's too bad! Alright. Let me check the tiers and connect back Dave. Thanks for the assistance.
Dave: Of course!  Thanks for reaching Zylker Insurance. It was great talking to you. Have a good one!

This is a transcribed excerpt of a call between an agent and a customer. Zia, by its call intelligence, can spot who is the agent here and who is the customer and classifies them as two word clouds. You can now understand what your customers' expectations are about your business. This gives you an opportunity to tailor a new line of offerings.

Audit customer support calls
Zylker is a mobile network provider and it has a robust customer care center to cater to their customer queries and grievances. Each of their calls are recorded for quality analysis. However, as a 24*7 operation unit, it is not possible for them to analyze and audit each call recording individually. For this purpose, they can rely on VoC's call analytics dashboards. Once they have enabled VoC, Zia will analyze all the call transcripts generated from their call recordings, display a dedicated agent keyword cloud to scrutinize agents' demeanor, understand their call conduct, and assess what are the frequently cross-sold and up-sold products are, what sentiments were expressed the most often (if there are more apologies than thank you's,) and so on.

  1. To use the call analytics dashboard in your VoC, you need the following:
    1. An active, built-in telephony integration with call recording enabled in your organization.
    2. A call transcription feature under Zia's Communication capabilities enabled.
  2. Call analytics is available only for the Leads and Contacts module.

 Actions in the call analytics dashboards

There are two global actions you can perform from within the call analytics dashboard: Configure and reorder dashboards.

Configuring call analytics dashboard

The call analytics dashboard comes with two keyword charts by default. However, if you'd like to change the module, data type, time frames, grouping, and preferred keywords, you can do so by configuring the dashboard.

To configure a call analytics dashboard
  1. Go to the Voice of the Customer module from the list of modules available in your organization.
  2. Click the Call Analytics option under the dashboards.
  3. Click the Actions button and select Configure Dashboard.
  4. In the Configure Dashboard- Call Analytics page, the channels will be auto-populated as calls by default. For the rest of the fields, do the following:
    1. Select the module for which you'd like to configure dashboard.
      Choose from Leads or Contacts.
    2. Choose the data type. The data type signifies the metric type you'd like to view.
    3. Choose the time frames.
    4. Select grouping.
    5. Enter the keyword preferences. You can include all keywords or exclude certain keywords.
      1. If you chose to exclude keywords, add the keywords you'd like to exclude from display. 
    6. For a more granular analysis, you can add criteria. You can add up to 10 criteria.
  5. Click Configure.
To learn more about configuring dashboards, click here

Reordering dashboards

To reorder,
  1. Select Reorder from under the Actions button in the dashboard.
  2. Drag and drop the desired charts into the placeholders in the display.
  3. Click Preview.
  4. Click Save.
In addition to the global dashboard actions, you can update your preferences for an individual chart. Simply click on the pencil icon and update the preferences. Click here to learn more about setting sentiment preferences for keyword based components.

To learn more about Voice of the Customer and its dashboards, click here.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION

                                You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.

                                    Manage your brands on social media

                                      Zoho Desk Resources

                                      • Desk Community Learning Series

                                      • Digest

                                      • Functions

                                      • Meetups

                                      • Kbase

                                      • Resources

                                      • Glossary

                                      • Desk Marketplace

                                      • MVP Corner

                                      • Word of the Day

                                        Zoho Marketing Automation

                                          Zoho Sheet Resources


                                              Zoho Forms Resources

                                                Secure your business
                                                communication with Zoho Mail

                                                Mail on the move with
                                                Zoho Mail mobile application

                                                  Stay on top of your schedule
                                                  at all times

                                                  Carry your calendar with you
                                                  Anytime, anywhere

                                                        Zoho Sign Resources

                                                          Sign, Paperless!

                                                          Sign and send business documents on the go!

                                                          Get Started Now

                                                                  Zoho TeamInbox Resources

                                                                          Zoho DataPrep Resources

                                                                            Zoho DataPrep Demo

                                                                            Get a personalized demo or POC

                                                                            REGISTER NOW

                                                                              Design. Discuss. Deliver.

                                                                              Create visually engaging stories with Zoho Show.

                                                                              Get Started Now

                                                                                            You are currently viewing the help articles of Sprints 1.0. If you are a user of 2.0, please refer here.

                                                                                            You are currently viewing the help articles of Sprints 2.0. If you are a user of 1.0, please refer here.

                                                                                                  • Related Articles

                                                                                                  • FAQs: Webform Analytics

                                                                                                    1. What is a webform? Web forms simplify the process of capturing visitors or users information from your website into your CRM system. They are designed to automate the importing of data from websites into Zoho CRM. Non-technical users find it easy ...
                                                                                                  • Zoho CRM Analytics App

                                                                                                    Dashboards in CRM represent your data in graphical format, allowing you to take a quick glance at various important metrics for your business. They consist of the following types of components: charts, ...
                                                                                                  • Call Transcription

                                                                                                    Call Transcription is available only for users in the US, EU, IN, CA, and SA DCs. Call transcription feature automatically transcribes your call audio recordings into plain text in the Call Activity module. This feature is supported by Google's ...
                                                                                                  • Zia Call Intelligence

                                                                                                    Zia Call Intelligence is accessible only to users in the US, EU, IN, CA and SA DCs. Calls are an effective mode of communication for most businesses today, whether they're interactions with customers, partners, vendors, prospects, or others. Through ...
                                                                                                  • Analytics for Zia Best Time to Contact

                                                                                                    For every organization, winning a deal and converting a prospect is a positive milestone. It requires a combination of the right product, the right pricing, and, perhaps most importantly, the right communication at the right time. This is why Zia, ...
                                                                                                    Wherever you are is as good as
                                                                                                    your workplace



                                                                                                      Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                                      Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                                      Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                                      CRM Tips

                                                                                                      Make the most of Zoho CRM with these useful tips.

                                                                                                        Zoho Show Resources