In business, your call history can really tell you a great deal. Having insight into your entire company’s communications can be beneficial to improving various areas of your operations.
As managers, reviewing call activity gives visibility into employee performance, customer needs and issues, as well as your sales and marketing efforts.
But, who has time to review call activity the old-fashioned way?
Thankfully, with modern UC technology and state-of-the-art online portals, the ability to view and analyze critical call data is simple.
Viewing call history as a whole doesn’t provide much insight. However, when inbound and outbound call data can be broken down and evaluated by departments, individual employees, phone numbers and even extensions, a great can deal can be learned.
Using a built in Call History component is a good example of how built-in business intelligence tools can make the reporting of this critical data work for your business’ needs.
For instance, running reports for the longest and most frequent calls your customer service department makes and receives can provide perspective as to which customers require the most assistance and whether or not you may need to monitor or intervene in order to keep an important account. It also gives you a better idea of your personnel needs throughout the day and individual employee workloads, which can help to improve staffing efficiency.
For sales departments, outbound calling is critical to sales results. So, having the ability to view all the outbound calls by day, week, month, employee or region provides you with a valuable performance evaluation tool and a concrete way to improve productivity.
Inbound call reporting for specific phone numbers is a great way to track marketing campaign activity. When designating a specific phone number for a new campaign, you can instantly see the results based on the amount of call activity.
Customizable call reporting is also a crucial component; every organization has different needs, so having the ability to create customized reports will enable you to get to a more granular level in your analysis.
As you can see, diving deeper into your call analytics can really help to improve employee performance, sales, marketing and customer service throughout your organization. So, be sure to take advantage of the important call data that is already available to you. And, if you are not using a system that provides you with the advanced technology and reporting you need, check into our award-winning unified communications solutions.