What can business phone analytics offer your business?
Businesses today use more software tools than ever before, and one of the most popular types of tools is a CRM solution, which stands for Customer Relationship Management. CRM’s help businesses gain insights into – and keep structured records of – details about their leads and customers more effectively. This enables them to better track their customer base, improve customer service, and ultimately drive sales. So with businesses using more software tools like CRM’s as a part of their daily operations, it only makes sense for business phone analytics to be integrated with those software tools as well. The good news is, modern phone systems (often called Unified Communications solutions) now offer the ability for your phone system to actually access and use the same data as your CRM solution. This offers businesses the unique ability to gain insights about customers as soon as a call comes in, it helps businesses better measure the effectiveness of phone interactions with leads and customers, and more.
What are the main benefits of call reporting and business phone analytics?
Know More About Each Call
Integrating your business phone system with your CRM enables you to have the CRM record for a caller to automatically appear before your employees answer the phone. This enables them to know:
- Which company the caller is with.
- Where they’re located.
- Who they last spoke with.
- What they spoke about.
Not only can caller information help improve incoming calls, but having quick access to existing customer information can also enable outbound-focused teams to have better conversations with customers and prospects, which ultimately leads to better win rates and more sales. It goes without saying that enabling your phone system to take advantage of the phone analytics stored in your CRM in order to know more about the person on the other end of the phone can offer huge advantages for everyone involved.
Improve Customer Service and Save Time
Having insights into your customers without having to ask them questions saves everyone time and can create the foundation for a much more pleasant phone experience. For example, when a customer calls, wouldn’t you want to know when they placed their last order or when they last contacted your team for support? That type of insight can move conversations along faster and streamline communication. When your phone system is integrated with your CRM, all the information can be right at your fingertips without having to search for it, saving your team a lot of time and hassle. If you have data in your CRM system, it only makes sense to enable your business phone system to take advantage of that information.
Easier Call Centre Management
Call centre managers often handle things like call volume management, staffing decisions, and new call centre agent training. A quality Unified Communications solution can benefit call centre managers in each of these areas.
Better Call Volume Handling
A quality, modern phone system can provide web-based access with an access control list (ACL), which gives managers the power to easily extract information such as:
- Queue logs and status.
- Concurrent calls by agent.
- Call log details to track number of calls received and placed by hour/days/week.
This information empowers call centre managers to stay on top of call volumes in real-time so they can lead their team more effectively.
Better-Informed Staffing Decisions
Call centre managers are often faced with determining the best time to take agents off the phone without impacting queue wait times. Quality call reporting helps with this by including insight into the number of calls by hour, including where the call volume peaks and drops the most. Managers can look at this data and quickly see which time periods require a full staff to manage the call volume and which ones are ideal for pulling agents offline for training.
Better Training for New Call Centre Agents
Call centre managers cannot monitor all calls at the same time, but he/she can review calls at a later date with call recordings. Your UC phone system should make this super easy by allowing the IT manager, or call center manager with proper ACL, to schedule which queues or agents (and what type of calls – inbound, outbound, or all) to record. The system can even off-load the recording to an FTP server for easier access. Not only can this be used for training, but if you have issues with customer expectations you can listen to the call recording to find out what was promised. Many call centre managers actively train agents and aren’t always able to watch the queue metrics in real-time. In this scenario, the manager can schedule an hourly or daily email with the details of the call queues, including average wait time, average entry position (into the queue), number of abandoned calls, or even maximum wait time.
What can iCall Suite call management software do for your business?
iCall Suite can integrate with your telephone systems and cloud telephony, offering your business greater insight and control of your unified communications. Users can view real-time and historical call data and see the status of other extensions and caller activity. Having access to all that information means you can run your business more efficiently and identify areas for improvement. iCall Suite can fully integrate with your phone system and CRM.
What are the benefits of using iCall Suite?
Business Analytics
The reporting features of iCall Suite mean you can establish when business is busiest with a high volume of incoming calls and the hours of the day when it’s quiet. By reviewing past performance and ‘what if’ calculations, a business can plan how many employees would be required for the predicted volume of calls during that day (based on past trends), and the best time of day to work. The comprehensive reporting system provides a clear overview of your communications and creates custom reports to display the data required. Here are the analytical features available with iCall Suite:
- Real-time Monitoring: All calls and events can be monitored as and when they happen.
- Custom Dashboards: Focus on the information that matters to you, e.g. longest call, highest-achieving employee, and amount of missed calls.
- Unique Widgets: Create a widget for real-time or historical data in a clear and interesting way – ready to share with others.
Call Reporting
According to research, businesses lose around £90 million a year due to missed calls. Many SMEs can’t afford missed business opportunities. Incoming calls simply need to be answered as quickly and efficiently as possible. Missed calls can lead to potential customers contacting competitors who are more responsive. The missed call report provided by iCall Suite provides a list of missed calls by extension number, flagged as unreturned and giving the opportunity to call the customer back. This call management application could save your business hundreds of pounds a year. Here is what missed call reporting will provide:
- A list of callers who have not called back within a certain time period.
- Missed calls in real-time.
- The opportunity to quickly view and return missed calls.
Telephony Integration
For the ultimate customer service, it is important to analyse customer call data to be able to offer more personalised assistance. iCall Suite can easily integrate with your CRM, computer, and telephone system. This seamless integration allows for partnering incoming calls with contacts in your database, displaying their details before the call has even started. This information could include their name, dialed number, notes, image, email, or company name. Your agents will be able to professionally and personally greet the caller. This tool really helps businesses with a large number of inbound and outbound calls. Here are the benefits that telephony integration offers your business:
- Eliminates customers’ biggest frustration – repeating personal information.
- All the information is logged in one dashboard and is easily accessible.
- More efficient routing and transferring of calls – incoming calls can be routed to the right agent depending on the caller’s location, demographics, job title, etc.
Upgrade to iCall Suite with Teleconnect Service!
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