February 22, 2023

How long will it take you to read this article to the end? It turns out that during these minutes, about 9.1 thousand terabytes of data will be generated worldwide, meaning that good data management has never been more important than it is now. This number is also equivalent to 1.2 million people videoconferencing on Zoom or 250 million messages exchanged on WhatsApp.

The estimate was uncovered by Gartner in conjunction with the Domo platform in a 2020 survey. We started with this statistic to demonstrate how critical it is to find ways to manage this enormous amount of assets and use this information to the companies' advantage.

In a call center, this is no different - even more so with the flood of calls made every second every day. What to do with the stored data? What is the importance and how to perform data management? Check out all this and more in today's content. Enjoy!

After all, what is data management?

Considered by many a strategy and for others a method, data management comprises the entire process of capturing, storing, analyzing, and using the company's data and that of its stakeholders - that is, all those involved with the business.

This management serves to organize and maintain information according to its life cycle. In this way, it becomes easier to understand from which stage of communication it came from, to which stage it serves, or if it can already be discarded.

For management to be done with excellence and result in insight, it must take into account principles such as:

• Relevance;
• Quality;
• Contextualization;
• Governance;
• Efficiency, and outher characteristics present in each piece of data.

Obviously, doing all this manually makes the procedure slower, unsafe, and with high chances of errors. In these cases, technological tools that unite Big Data, Artificial Intelligence, Machine Learning, and Business Intelligence come into play.

By using these resources to perform data management, it will be much easier to collect and interpret the assets, because everything will be done in an optimized, fast, and reliable way, providing ample visibility for decision making.

Benefits of data management

We listed the main advantages gained by performing a good and efficient data management in your company. Check them out!

• Risk mitigation: when well done, data management reduces the damage to the business, especially with regard to information leakage, damage to databases, cyber-attacks, and disasters that cause financial losses.
• Simplification of processes: having all the necessary information in one place to understand errors, needs, and actions makes business activities simpler and more effective.
• Increased productivity: when repetitive activities are done with quality and in less time, the results tend to be more accurate and promising.
• Perception of opportunities: with a strong management, a large number of evaluated data arrives polished to managers, enabling the identification of new business opportunities.

Importance of data management in the call center

In addition to the benefits already mentioned in the previous topic, data management plays a very important role for call centers. Formulating strategies based on information is already a reality for many call centers.

Before anything else, it is worth remembering that the customer's will and expectations must always be taken into consideration. A sea of well-managed data makes it possible to anticipate their needs and keep them satisfied with the service.

By analyzing the information, it is possible to generate innovative insights, thus ensuring more effective and personalized offers and services. In addition, diagnostics can contribute to the understanding of which products or campaigns are going wrong or contain gaps.

Management is able to reduce call center turnover rate. "What do you mean, Felitron?" - That's right! Performance data helps in understanding certain problems or individual complaints from the team.

Thus, managers can plan better feedbacks, offer training that addresses the operator's difficulties, guide them in a constructive way, and so on. With this, a relationship of trust is built and employees stay motivated.

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