Call logging for every business
What Call Logging does?
Monitor and log each and every telephone call to or from your business with a market leading call logging package. The overall financial benefits of a call management system go way beyond the obvious. It not just about identifying people who rack up high phone bills, or people who dial those expensive 0898 numbers that should be barred on your telephone system anyway! In a business environment where you have a high number of incoming calls, the ability to closely monitor things like percentage of staff time on the phone, or waiting time, call cost or calls lost, allows you to make decisions about staff numbers and levels of resource required.
Your telephone system (or PBX) produces a packet of data (a call record) after every phone call your organisation makes through it. These call records contain important information about each call, including whether it was an incoming call, outgoing call, or another type, such as an internal (extension to extension) call.Call records contain details of the calling party and the called party, as well as extra information such as the length of time it took to answer the call, the number that was dialled, the caller ID of the calling party, and other information, such as which telephone line (trunk) was used to carry the call.
Your telephone system will normally output a call logging record every time someone makes, receives or transfers a call within your organisation. Using your call logger, you can collect and use this information to glean invaluable management information.
Using today’s web technology, you can have this up-to-the-second call information displayed on a plasma screen or indeed any monitor. Good call management products will allow you to create unlimited live screens and customise each according to the specific requirements of individual teams, site or users so that you have full visibility of all call activity at all times.
You don’t even have to be in the office to see this valuable information, you should be able to log onto these live screens from your PDA or the ubiquitous Blackberry – all you need is web access!
Of course you can still schedule reports to be delivered by e-mail, file or even paper! This information will help you effectively manage not just your telecommunications but also provide a valuable blueprint of activity throughout your organisation.
Do you have enough lines?
You will be able to determine how many lines are being used concurrently for your whole organisation, for a particular site or even on a particular team. This means that not only do you not pay for unused lines but you can relax knowing that your callers are not getting the dreaded engaged tone. If this is a critical area for your organisation, why not trigger an alarm once particular thresholds are met e.g. all lines in use.
Our Call Geography report will not only show you where you call but also show the duration and cost. This helps enormously when you need to decide on the most effective route for calls e.g. is it better to go for a better price per minute or call capping on calls to mobiles. In fact you could schedule this report to be sent to your system maintainer quarterly to ensure that your tariff package remains cost-effective.
Identify busy days/times
Instead of guessing what your call patterns are, why not run a daily or hourly activity report and see for yourself what is really happening. Are you losing calls early in the morning or just after you close because your staffing hours are wrong?
How quickly and effectively are your staff answering calls?
Do you know which teams/people pick up calls immediately or who’s letting calls just ring and ring? Do you know if any particular team member is letting the others down by not answering their fair share of calls or passing calls over to another team member rather than dealing with the call themselves?
All-in-one simple solution
Don’t bother with upgrades and add-ons if you expand your phone system – make sure you get all features as standard. These include logging of inbound, outbound, lost, transferred calls, billing, line utilisation, alarms, display boards, live call view, tariff editors, unlimited concurrent access, frequent numbers and target response. You will also need to be able to view all reports on an ad-hoc basis as well as run scheduled reports.
Call logging software must haves
No serious call logging system today should be without the ability to report on your call information through a web browser.
No extra client software
Don’t let the call logger violate your network security policies, or allow dubious third-party client software to clutter your desktop machines. The call logger’s reports should be accessible through a standard web browser with no client software whatsoever.
Ability to upgrade from one version to another
Companies grow and expand so what suits your organisation today, may not suit tomorrow. You should be able to upgrade from one version to another by simply paying the difference in cost so you don’t get penalised for being successful.
Easy access to information
There is no point in logging calls if you can’t easy access the call information. At a minimum, you should be able to view from your desktop, have scheduled reports e-mailed or printed and live information for relevant teams displayed on live screens.
No hidden charges
Sometime the software sounds cheap but then you discover that you have to pay additional charges to monitor more sites, to allow more users to access reports or to allow you to display your information on a wall board.
Web reporting interface
Because authorised users can now access reports from anywhere using any standard web browser, it’s easy to run reports on demand, send them as e-mail attachments to interested parties, or print them for inclusion in wider research.
Advanced call logging systems include the facility to offer this ‘web reporting interface’ as part of the same product, whereas the thrifty type will rely on there being existing web server software in place, which can not only be an extra hidden cost but an additional IT headache.
For more info on call recording solutions, contact us today
Calls may be recorded for quality and training purposes.