At top level, call reporting software logs all of your incoming and outgoing calls, but delve a bit deeper and you will also be able to see how many calls have been unanswered and how long it’s taking staff to answer calls. Hopefully you’ll be happy with the stats on this, but it may highlight any concerns with regards to staffing levels for instance.
Call reporting software with also tell you how many calls are being received outside of office hours and this gives you the chance to capture that data. You may decided to call these numbers back first thing in the morning or perhaps you have these calls forwarded to a nominated member of staff who takes the call.
If you’re looking to analyse call traffic during the working day then call reporting software will give you stats on how long staff members spend on calls and the number of calls that are being transferred. You can then measure this against your own metrics and assess whether you’re meeting your targets or need to make adjustments.
So, if you have teams working remotely then call reporting software will give you peace of mind that calls are being handled as they would be from the office and that your customer experience is being delivered as you’d want.
For more information or call reporting software, or to explore our full IT services Birmingham, please get in touch with our team – we’re happy to help.