Not handling calls correctly can have a severe impact on the revenue of the business – not just new business growth but also client retention. Currently, many businesses do not have any form of Management Information (MI) and are making decisions based on what staff are saying. It can be costing many thousands of pounds when maybe fewer voice lines are actually needed, not more – just more intelligence on routing needed – let alone the lost revenue and clients. Call reporting and/or appropriate Management Information can provide:
- No Missed Calls: When are the busy periods for your business? MI enables your phone system to route calls so no prospective client or customer calls get missed.
- Measure Your Success: Enhance return on marketing spend when different numbers are used for different promotions. This allows you to measure which media channel is the most successful.
- Identify your Customer’s Journey: How long are they ringing in reception, how long was a caller placed on hold, did the call get through to a department, how long did the department take to answer the call, how many calls received by each department – the process can then be managed.
- Get Reports Anytime, Anywhere: Allow directors to see the productivity of their workforce and the call statistics for each department whilst on-the-go.
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Most businesses really don’t have an accurate grasp of their own call volume, other than looking at their phone bill. If just one feature can increase efficiencies or save man hours, it will more than pay for the cost of the solution in a short amount of time. Actually, having the data available in report form will allow you to make intelligent operational decisions for your business.
Reports are generated via an administrator web portal where a host of hundreds of reports are available to pull off at will. Popular reports include any and all historical reports by user, date, time telephone number, unreturned lost calls, current active calls, abandoned calls and more. Reports are also full cradle to grave, showing the route of a call from first answer showing who it was transferred to within the company until its final destination.