Use Predictive Analytics and Drive Better Results at Your Call Center


You’ve heard a lot about big data and its role in helping companies personalize marketing materials to segments of their target audience. You can use analytics to push for better results at your call center, too. Predictive analytics can help you determine which behaviors are most likely to result in a successful agent.

You can also use data to determine which traits make for a successful call center agent and which tend to lead to higher turnover rates. Here are the steps you need to take to set your call center up for success:

Identify the data you’ll use. First, you’ll need to include both your current call center employees and those that have moved on, in order to get a true sense of which variables lead to employee retention and success. Some of the metrics you may want to include:

  • Customer satisfaction rate
  • Education level
  • Hourly pay rate
  • Years in current role
  • Last promotion date
  • Shift
  • Overtime hours
  • Performance rating

Determine relationships between the data. Your call center is unique, so using someone else’s algorithms won’t work well, despite the temptation to simply copy what’s worked well for another dealership. It’s time-consuming, but you’ll need to do some detailed analysis to determine what spells success for your call center. You might be surprised what you find, too. For instance, you might assume that education level or overtime hours will have a direct correlation to performance, but it might be a factor that you wouldn’t guess, like the amount of time since their last increase in pay, no matter what level of pay they are receiving.

Leverage the data. Once you’ve determined the factors that influence churn, you can begin to implement changes to impact your employee retention and performance rates. For instance, if you find that a longer break in the middle of the shift correlates with longevity, you may want to adjust policy to make longer breaks an objective.

It may be more complicated than that, too. Perhaps you find that the call center agents with the longest employment and highest performance rates are those that live within 20 miles, work overtime four shifts or fewer each month and have the fewest claimed sick days. It can be challenging to identify trends, but once you’ve found the pattern, you can impact your retention rates.

Give it time. Once you’ve identified the behaviors and traits that lead to success in your call center, you can make changes, but give it time to make an impact. You may have to wait several months, depending on the size of your team, to measure whether your changes are making any difference.

Predictive analytics can be a useful tool in establishing a successful and productive call center. It takes time and a lot of patience, but it can help boost retention and performance in your dealership.




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