Calls History Analysis – Never miss a Business Opportunity

Calls History Analysis – Never miss a Business Opportunity

Ask questions of how well your business understands its calls history. These highlight why calls history analysis is so important to maximising opportunities for business growth.

• Do you know how many calls you receive in a day, a week, a month, or a year?
• Are you aware of how many calls you are missing from potential customers?
• Whilst you may have missed calls notifications on your business phone, do you know whether one of your colleagues has picked up this call already?

The Heart of your Business Communication

It is so easy for us to communicate nowadays that we can take our telephone services for granted. We should recognise that an efficient business telephone system enables a simple, but highly effective, way of talking with customers. It provides a faster means of communication than email and is much more personal. Modern voice over IP (VoIP) services flex with your business, expanding as you expand. They are so feature rich that when you are ready to take your business to the next level there is likely to be an integrated solution available that unlocks new capabilities.

Therefore, regardless of whether your staff are office based or working remotely, how you measure the effectiveness of your engagement with customers is key to your continued success. How well you welcome prospects to your business is even more important. You do not want all the time, and money, you have put in to your digital marketing and SEO going to waste.

Call Reporting – The Basics

With the right product, calls history analysis is intuitive. A productivity tool supporting the monitoring of all inbound and outbound calls gives insight in to your weekly telephone call patterns.

When setting up a call reporting product for the first time there is some basic information that a generic dashboard view will present:

• Total Calls
• Incoming Calls (Total)
• Outgoing Calls (Total)
• Missed Calls (Total)
• Unreturned Missed Calls
• Average Answering Time

Beyond this high-level information, it is possible to break the data down further by categories such as:

• Date / Time
• Extension
• Group
• DDI
• Call Type

Armed with this information a business can really see how they present themselves to the outside world. Answering calls promptly, inside three rings for example, gives callers the impression that you are open and want to serve. Striving to deliver the best customer experience possible. Conversely, with a high percentage of missed calls in the reports, or calls not answered for a long time, you will be giving a poor customer experience. Giving the impression to customers, and prospects alike, that you do not care and you offer poor service.

Scheduled Reports and Continuous Improvements

No one wants to analyse calls history manually, using time-consuming procedures. Wallboard presentation of calls data is a great way to view near real-time information on business responsiveness. Setting up daily, weekly or monthly reports provides historical data. Regularly reviewing this information should then show continuous improvements in engagement levels.

With continuous improvement in answering calls, or at least a maintenance of high-level responsiveness, a business will demonstrate a great customer experience. Never missing a call will translate in to future sales.

Peterborough Telecom have over 30 years experience in the Telecoms Industry. We can guide you through the process of setting up Calls Reporting Solutions to help you analyse how well you present yourself to customers and prospects. Get in touch today by calling 01733 963111 or by filling out our Contact Form.